Senior Service Delivery Manager

Title: Senior Service Delivery Manager

Location: Remote, India

Experience: 7+ years

Must have: JLPT N1 or JLPT N2 certification

About the company:

For 35 years, WWT has been helping the world's biggest brands dream big and build bigger. With 12,000 amazing people in 42 countries, we bring together digital strategy, AI, cybersecurity, cloud, and rock-solid infrastructure. We don't just sell hardware-we design, build, and support everything our customers need to succeed. Oh, and in 2025, we were ranked the 9th best place to work so we must be doing something right.

Responsibilities:

• Provide strategic oversight and direction for Managed Services operations across multiple high-complexity client accounts.
• Act as a senior escalation point and lead incident commander for critical outages, complex issues, or cross-client impacts.
• Lead operational strategy and execute high-priority client initiatives including onboarding, transformation, and crisis management.
• Create and maintain Standard Operating Processes and Procedures.
• Train D2OS processes to new employees across Managed Services.
• Monitor SLA/SLT/SLO adherence and drive continuous improvement through root cause analysis.
• Build and maintain OEM and vendor relationships.
• Manage D2OS Major Incident Management escalation bridges.
• Create and present Root Cause Analysis for all critical incidents.
• Represent Managed Services in cross-functional initiatives and executive briefings.
• An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time )

Qualifications:

• Bachelor's Degree in Arts or Sciences (Business or related field required).
• A combination of education, training, and experience may be considered in lieu of a degree.
• Minimum of 7 years of progressive experience in a related field.
• JLPT N2 (Japanese-Language Proficiency Test) or demonstrated native-level Japanese fluency (preferred).
• IELTS band 7+ or Cambridge Proficiency Exam (CPE) at C2 level (preferred).
• ITIL Foundations or higher certification
• Fluent in Japanese and English (verbal, written, and presentation).
• Advanced skills in Microsoft Office applications including Excel, Word, and Outlook.
• ServiceNow and SharePoint experience is a plus.
• Strong documentation, communication, and problem-solving skills.
• Ability to work independently and aggressively track incidents.

Benefits

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, PF Plan with Company Matching, NPS (National Pension Scheme), Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Day of Caring for social responsibility, Bereavement

World Wide Technology is an Equal Opportunity Employer.