Fixed-term contract - Service Desk Team Leader/欧州最大のコンサルティングファームの求人

Description Overview:
We are looking for a bilingual Service Desk Team Leader for our Japan-based L1 Service Desk operating within a global delivery model. The Team Leader is accountable for people leadership, operational control, service quality, client communication and continuous improvement. The Team Leader owns the overall performance, stability, compliance and development of the Japan team.

The Team Leader ensures a consistent and professional user experience, effective collaboration with the global hubs and client stakeholders, and reliable execution of agreed processes. The role requires a holistic management approach to protect service continuity, employee wellbeing and client trust.

Job Description:
The Team Leader leads the Japan Service Desk team and remains accountable for delivery. The role monitors performance, anticipates risks, coordinates corrective actions, maintains clear communication and ensures that instructions are understood and applied. The Team Leader must combine strong people-management capability with operational knowledge of an IT Service Desk environment.

The selected candidate must have native-level Japanese and business-level English, with the confidence to communicate effectively with Japan-based users, client stakeholders, global delivery teams and Capgemini management. The Team Leader is expected to be visible, available, proactive and able to work with limited supervision.

Service Window:
The Team Leader works primarily during standard business hours, Monday to Friday.
The role requires flexibility to support exceptional operational situations, critical escalations, client priorities, or service-related matters when necessary. Temporary adjustments to working hours may occasionally be required and will be compensated in accordance with local regulations and company policies.
The Team Leader is expected to ensure appropriate service oversight, communication, and escalation management at all times.

Required Skills / Expected Profile:
・ Native-level Japanese and business-level English, both written and verbal.
・ Proven experience leading a customer-facing Service Desk or IT support team in an international environment.
・ Strong people-management skills, including coaching, performance follow-up, conflict management, motivation and team wellbeing.
・ Ability to manage with limited supervision, remain effective under pressure and meet tight deadlines.
・ Excellent interpersonal and communication skills across all levels, with a calm, factual and politically appropriate approach.
・ Strong operational management capability, including SLA/KPI monitoring, workforce planning, queue management, quality control, risk management and reporting.
・ Solid knowledge of incident, request, escalation, knowledge and access-management processes in an ITIL-oriented environment.
・ Working knowledge of ServiceNow, Genesys or equivalent contact-centre and ITSM tools.
・ Ability to analyse data, identify trends and root causes, and translate findings into clear corrective actions.
・ Strong ownership and accountability, including for work delegated to Shift Leads or other team members.
・ Proactive, structured and confident approach, with a practical continuous-improvement mindset.
・ Understanding of Japanese workplace expectations and the ability to collaborate effectively with global teams.

世界40カ国以上でおよそ18万人の従業員を擁しコンサルティング、テクノロジー、およびアウトソーシングを提供する世界有数のコンサルティングファーム（1967年設立）の日本法人として2012年に設立され、最高レベルの技術と豊富な専門知識を兼ね備えた幅広い統合サービスを提供いたします。日本のチームは、現在以下の業種で一連の主要なサービスを中心に、お客様の業績と競争力を強化する改革を支援しています。

当社はグローバルでは18万人という巨大なリソース・ケイパビリティを持ってはいるものの、日本においては再進出したばかりという欧州系(仏)コンサルファームです。
海外で巨大な組織を持つコンサル企業が日本に進出すると言うことはここ10年の間で、弊社以外一度も無いくらい稀れであり、アントレプレナーシップを持つ方には魅力的な機会です。