Service Delivery Lead - SD-WAN & Enterprise Network Services

A world's leading telecommunications and technology company is looking for a talented & bilingual Service Delivery Lead to manage SD-WAN and enterprise network services for multinational customers across Japan and the Asia-Pacific region.

Responsibilities:
-Serve as the primary point of contact for assigned enterprise customers and build trusted relationships with key stakeholders and decision makers
-Lead customer governance meetings and service reviews, and provide proactive communications on maintenance activities, service updates, and operational changes
-Drive incident management and act as the customer's escalation point for Day 2 operational support and critical service issues, coordinating internal teams to reach resolution
-Monitor SD-WAN service performance, traffic trends, and operational metrics, and identify opportunities for continuous improvement
-Coordinate maintenance activities, OS upgrades, bug management, and service changes, and manage MACD (Move, Add, Change, Disconnect) requests and provisioning follow-up
-Develop service review presentations, stewardship reports, incident reports, and executive updates, and maintain customer documentation such as site inventories and network diagrams
-Coordinate customer projects from planning through implementation, tracking milestones, risks, and dependencies across multiple teams
-Collaborate with Sales, Network Operations, Engineering, Product, and Global Service Teams, acting as the customer advocate to drive timely issue resolution

Required Skills:
-3+ years of experience in Service Management, Service Delivery, Technical Account Management, Network Operations, or Project Coordination within an enterprise IT or telecommunications environment
-Experience supporting enterprise network services such as SD-WAN, WAN, MPLS, Internet, cloud connectivity, or related infrastructure services
-Proven ability to manage customer escalations, coordinate cross-functional teams, and drive issues to resolution while maintaining strong customer relationships
-Japanese: Native or Fluent / English: Advanced

Why should you apply:
-Work directly with global enterprise customers and become a trusted advisor for mission-critical network services
-Collaborate with regional and international teams in a highly visible role
-Build valuable expertise in SD-WAN, enterprise networking, and service delivery management while advancing your career

Company Details
Our client is one of the world's leading telecommunications and technology companies, providing network, connectivity, cybersecurity, and managed services to multinational enterprises across the globe. With customers in more than 200 countries and territories, the company supports some of the world's largest organizations through innovative networking solutions, including SD-WAN, cloud connectivity, and enterprise infrastructure services.

Location: Tokyo
Working Hours: 9:00 AM to 6:00 PM (Monday to Friday)
Working Style: Hybrid (3-4 days in office, 1-2 days work from home)
Holidays: Saturday, Sunday, national holidays, year-end/New Year holidays, paid leave, other special holidays
Benefits: Social insurance, DC pension plan, transportation fee, training programs, and more