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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Japanese Bilingual Microsoft Cloud Managed Service Manager#13171 - **Company:** Actus Consulting Group, Inc. - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $140,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, JIRA, Microsoft Azure, Microsoft Online Services, Cloud Computing, Information Systems, Identity and Access Management, Knowledge Management, Microsoft Office, Microsoft PowerPoint, Role-Based Access Control, Azure Active Directory, Zero Trust Network Access, Runbook, Microsoft SharePoint, Software Deployment, Microsoft InTune, Microsoft Onedrive, Information Technology, CIS Benchmarks, Zendesk, Servicenow - **Published:** October 28, 2026 - **Apply:** https://www.thejobnetwork.com/job/49357e30-e2b5-4fcb-94b8-cb64c23907c4/japanese-bilingual-microsoft-cloud-managed-service-manager ## About the Role Requirements: Deep expertise in Microsoft Cloud environments (Entra ID, M365, Intune) with hands-on experience in implementation, administration, and operations. Ability to oversee and manage Managed Service operations., * Service Leadership: Ability to lead end-to-end managed service delivery across Microsoft Entra ID, Microsoft 365, and Intune while coordinating L1, L2/L3, Security/SOC, and external support resources. * Customer & Stakeholder Management: Strong ability to build trusted relationships with customers, business stakeholders, technical teams, and vendors, and communicate service performance and issues effectively. * Service Delivery & Governance: Demonstrated ability to manage SLAs, KPIs, service reviews, incidents, escalations, changes, risks, and continuous service improvement. * Problem Solving & Decision Making: Ability to assess operational and technical issues, determine business impact, prioritize actions, and coordinate appropriate resolution. * Communication & Presentation: Strong written and verbal communication skills with the ability to translate technical issues into clear business-level messages for management and customers. * Collaboration & Coordination: Ability to work effectively across Service Desk, engineering, security, project management, and vendor teams. * Customer Focus: Strong commitment to service quality, customer satisfaction, responsiveness, and continuous improvement. * Commercial Awareness: Understanding of managed services cost, resource utilization, service scope, profitability, and customer expectations. * Japanese language skill, * Strong knowledge of IT Service Management (ITSM) practices, including Incident, Request, Problem, Change, Service Level, and Knowledge Management. * Working knowledge of Microsoft Entra ID, including identity lifecycle management, MFA, SSPR, Conditional Access, administrative roles, and authentication. * Working knowledge of Microsoft Intune, including device enrollment, compliance policies, configuration profiles, security baselines, application deployment, and device lifecycle management. * Working knowledge of Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, licensing, and Microsoft 365 Service Health. * Understanding Microsoft cloud security concepts, including Zero Trust, least privilege, identity security, device compliance, and privileged access management. * Experience managing SLAs, KPIs, service reporting, service reviews, major incidents, and customer escalations. * Knowledge of ITSM/ticketing platforms such as ServiceNow, Jira Service Management, or Zendesk. * Ability to analyze service metrics, ticket trends, operational risks, and recurring issues and develop improvement plans. * Strong documentation skills for service procedures, operational processes, runbooks, and management reports. * Strong Microsoft Office skills, particularly Excel, PowerPoint, Teams, and SharePoint, for reporting and customer communication. Relevant Experience and Education Required Education/Training: * 5-8+ years of experience in IT service management, managed services, cloud operations, infrastructure services, or a related IT service delivery function. * 3+ years of experience in a Service Manager, Service Delivery Manager, Managed Services Manager, or similar customer-facing leadership role. * Experience managing or supporting Microsoft 365, Entra ID, Intune, or Microsoft cloud-based managed services. * Experience coordinating multi-tier support organizations, including Service Desk/L1, L2/L3 engineering, Security/SOC, and external vendors. * Demonstrated experience managing customer escalations, major incidents, SLA/KPI performance, service reviews, and continuous improvement initiatives. * Experience working in an MSP, consulting firm, Systems Integrator (SI), or customer-facing IT services organization is strongly preferred. * Experience with service budgeting, resource planning, utilization, service costing, or managed-services profitability is preferred. * Bachelor's degree in information technology, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience. * ITIL Foundation or higher certification is preferred. * Microsoft certifications related to Microsoft 365, Entra ID, Intune, Azure, or Security are preferred. * Project management or service management certifications such as PMP, ITIL, or equivalent are considered an advantage. ## Description Lead the end-to-end delivery and day-to-day management of Microsoft Cloud Managed Services across Entra ID, Microsoft 365, and Intune, coordinating service desk, engineering, security, and vendor resources to ensure reliable and effective service delivery., * Accountable for the overall quality and consistency of Entra ID, Microsoft 365, and Intune managed-service delivery. * Maintain effective relationships with customers and internal stakeholders and serve as the primary contact for service-related matters. * Ensure critical incidents and escalations are appropriately prioritized, coordinated, communicated, and resolved. * Establish and maintain service reviews, operational controls, procedures, documentation, and governance processes. * Ensure production changes are properly assessed, approved, scheduled, communicated, implemented, and documented. * Identify operational, security, capacity, and service-delivery risks and coordinate appropriate mitigation actions. * Ensure security-related incidents and risks are appropriately escalated to Security/SOC and that remediation activities are tracked. * Coordinate Microsoft Support and third-party vendors for product issues, escalations, and complex technical cases. * Produce and present monthly service reports covering SLA performance, incidents, requests, changes, security events, service health, and improvement actions. * Identify recurring issues, automation opportunities, process improvements, and service enhancements to improve quality and efficiency. * Ensure appropriate staffing, technical coverage, documentation, runbooks, escalation paths, and backup resources are available to support the service. * Maintain the scope and definition of General, Entra ID, Intune, and Microsoft 365 managed-service offerings. * Monitor service workload, resource utilization, support effort, and operational costs to help maintain sustainable service delivery. 20% * Responsible for planning, executing, and managing projects across cost, time, and scope parameters to ensure successful delivery. * Key responsibilities include: * Develop detailed project plans and oversee implementation from initiation to completion. * Define project scope, goals, and deliverables that align with business objectives. * Identify tasks, timelines, and resource requirements. * Assemble and manage project teams, ensuring effective collaboration across functions. * Prepare and control project budgets and monitor expenditure. * Allocate resources efficiently to maximize productivity and outcomes. * Create and maintain detailed project schedules and timelines. * Monitor and track project deliverables to ensure timely completion. * Provide guidance, support, and direction to project team members. * Lead quality assurance efforts to ensure deliveries meet expected standards. * Track project progress, identify potential issues, and take corrective actions as needed. * Communicate regular progress reports and present problems and proposed solutions to stakeholders. * Implement and manage change control processes to meet evolving project needs.