Service Delivery Manager (Japanese)
AI in this role
Position Title: Service Delivery Manager
Location: Taguig City, Metro Manila – 2 days per week onsite
Role Purpose
The purpose of the role is to maximize business impact by maximizing customer loyalty. Key KPI’s are NRR and GRR highlighting the retention and upsell for each client and NPS for client satisfaction. The Senior SDM focusses on a set of high impact customers, including a significant number of Gold accounts. Supreme customer satisfaction is your goal. Most conflicts with customers can be solved independently. An excellent relationship with business teams to support customers, is in place.
Next to this, maximum impact is made within Fox-IT/NCC by initiating, leading and implementing impactful innovations within the team or near the team, independently. You are an example when it comes to company values and you proactively help the team to reach higher level of professionalism, by coaching junior and medior SDMs, you deliver impactful contributions to team discussions.
This is the next step after Medior. Becoming a senior usually requires between 5-10 years of experience, but that’s not all. You have thorough knowledge of your work field of expertise and its markets, products and/or services. You’re very capable of dealing with challenging stakeholders, difficult conversations and complex tasks/responsibilities. Tasks are typically on an operational and tactical level and focused on medium term;
Key Responsibilities
Summary
- Managing an excellent relationship with your customers
- Maximize customer loyalty
- Receive regular feedback from customers via NPS survey and ensure a high score
- Help your customers proactively towards a higher level of cyber security
- Discover a significant amount of up and cross sell opportunities
- Finding, developing and implementing impactful innovations internally within SDM team
- Proactively helping the SDM team to a higher level of professionalism by coaching and forming lead role in discussions
- You ensure an excellent relationship with related business teams to support customers
Skills, Knowledge & Expertise
What we are looking for in you
- Excels at NCC core values, including pro-activity, taking ownership, stress resistance, team player, taking initiative
- Excellent conflict management skills
- Ability to communicate in Japanese and English
- At least 5-10 years of work experience
- Has thorough understanding of field of expertise (e.g. market/product/service);
- Plans and completes assignments independently without established framework;
- Ability to apply theories, concepts, principles and methodologies to difficult and non-conventional assignments;
- Influences others to accept views/practices and agree/accept new concepts, practices, and approaches;
- Can influence stakeholders inside and outside the organization
Ways of working
- Focusing on Clients and Customers.
- Working as One NCC.
- Always Learning.
- Being Inclusive and Respectful.
- Delivering Brilliantly.
Our company
At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.
Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.
Come join us?
How we rate this
Service Delivery Manager (Japanese) at NCC Group rates 38 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Classification
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
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