Microsoft Cloud Managed Services Manager- Japanese Bilingual Preferred

We are seeking an experienced Microsoft Cloud Managed Services Manager to oversee the delivery and daily operations of Microsoft cloud services, including Microsoft Entra ID, Microsoft 365, and Intune., Managed Services Management (80%)

• Oversee daily managed-service operations across Microsoft Entra ID, Microsoft 365, and Intune.
• Serve as the primary point of contact for customers regarding service performance, incidents, and escalations.
• Coordinate Service Desk, engineering, security, and external vendor teams to ensure effective service delivery.
• Manage SLAs, KPIs, service reviews, incident management, and change management processes.
• Monitor service quality, security risks, and operational performance, ensuring timely issue resolution.
• Prepare monthly service reports and recommend process improvements.
• Identify opportunities for automation, operational efficiency, and continuous service improvement.
• Monitor resource utilization, service costs, and support coverage.

Project Management (20%)

• Plan and manage IT projects from initiation through completion.
• Define project scope, deliverables, schedules, budgets, and resource requirements.
• Coordinate cross-functional project teams and monitor project progress.
• Communicate project updates, risks, and solutions to stakeholders.

The ideal candidate has a strong background in IT service management, customer support, and Microsoft cloud technologies., * 5-8+ years of experience in IT Service Management, Managed Services, Cloud Operations, or related IT functions.

• 3+ years of experience in a Service Manager, Service Delivery Manager, or similar customer-facing leadership role.
• Working knowledge of Microsoft Entra ID, Microsoft 365, and Intune.
• Strong understanding of ITSM processes, including Incident, Problem, Change, and Service Level Management.
• Experience managing SLAs, KPIs, customer escalations, and service improvement initiatives.
• Experience coordinating multi-tier technical support teams (L1/L2/L3), security teams, and external vendors.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk.
• Strong communication, problem-solving, organizational, and stakeholder management skills.
• Bachelor’s degree in IT, Computer Science, Business, or a related field, or equivalent professional experience., * Experience with an MSP, IT consulting firm, or Systems Integrator.
• ITIL, Microsoft, or PMP certifications.
• Japanese language skills are a strong plus