BAU Support Service Lead (bilingual)/欧州最大のコンサルティングファームの求人

Background
This opportunity is related to a strategic Data Platform and Infrastructure Managed Services engagement for a major insurance company in Japan. Our company is building a dedicated bilingual team to support data platform operations, stakeholder management, service delivery, and collaboration between local business users and global delivery teams. As the client continues to modernize its data landscape, we are hiring several bilingual professionals across leadership, service management, business analysis, and technical domains.

Job Description
Key Responsibilities
Lead and manage Application Management Services (AMS) and production support operations across multiple applications and services.
Own service delivery performance, ensuring adherence to agreed SLAs, KPIs, and operational commitments.
Drive Incident, Problem, Change, and Service Request Management processes to maintain service stability and business continuity.
Lead Root Cause Analysis (RCA) activities and establish effective production support governance frameworks.
Drive Problem Management initiatives to identify, track, and eliminate recurring issues through permanent corrective actions.
Monitor service performance, analyze operational trends, and implement continuous service improvement initiatives.
Identify and implement opportunities for automation, process optimization, and AI-assisted support capabilities to improve efficiency and reduce operational overhead.
Conduct regular service reviews and provide operational reporting to business and IT leadership teams.
Manage stakeholder communications, escalations, and customer expectations while ensuring high levels of client satisfaction.
Collaborate with development, infrastructure, and business teams to ensure seamless transition of applications from project delivery into ongoing support.
Ensure compliance with operational standards, security requirements, audit controls, and organizational governance policies.
Support and promote Agile, Scrum, ITIL, and traditional service delivery methodologies across support engagements.
Lead onsite, offshore, and nearshore support teams to ensure effective service delivery and operational excellence.

●Must-Have Requirements

8-12+ years of experience leading Application Management Services (AMS) and Application Support engagements within enterprise environments.
Strong client-facing experience with Japanese stakeholders, including executive-level communication and relationship management.
Proven experience managing global delivery models involving onsite, offshore, and distributed support teams.
Strong expertise in ITIL-based Service Management and support operations.
Hands-on experience managing Incident, Problem, Change, and Service Request Management processes.
Proven track record of driving service excellence while meeting or exceeding SLA and KPI commitments.
Experience conducting Root Cause Analysis (RCA) and implementing production support governance frameworks.
Strong stakeholder management, escalation management, and communication skills.
Experience managing operational risks, service improvements, and support process optimization initiatives.
Strong understanding of application support lifecycles, release management, service transition, and operational governance.

●Nice-to-Have Requirements

Experience within the Banking, Financial Services, and Insurance (BFSI) sector, particularly the Insurance domain.
Exposure to Azure Data Platform, Azure services, SQL Server, and cloud-based enterprise applications.
Experience supporting Data & Analytics platforms, data integration solutions, and business-critical production environments.
Experience managing large-scale support teams and multi-vendor delivery ecosystems.
Strong understanding of monitoring tools, DevOps practices, automation frameworks, and operational analytics.
ITIL Foundation, ITIL Intermediate, or higher-level certifications.
Agile/Scrum certifications and experience working in Agile or DevOps-driven environments.
Exposure to AI-enabled service management tools, intelligent automation, and predictive support capabilities.

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。