■Key Responsibilities:
・Lead and manage ITSM processes for Japan technology service operations, including Incident Management, Problem Management, Change Management, and Service Request Management.
・Oversee and drive the Major Incident Management process, ensuring rapid restoration of critical services and effective communication to all stakeholders, including senior management and business lines.
・Identify and implement strategies to improve the stability and resilience of IT systems and services, including developing and maintaining disaster recovery plans and technical recovery procedures.
・Collaborate effectively with business lines to understand their needs and align IT services with overall business objectives and risk appetite.
・Build strong relationships and drive collaboration with all IT partners (Application Development, Infrastructure, Security, Data organizations) to ensure end-to-end service reliability and continuous improvement.
・Lead and coordinate disaster recovery exercises, tests, and simulations, analyze outcomes, identify gaps, and implement improvements to data resilience strategies.
・Establish and enforce backup and recovery standards, ensuring data integrity and availability in the event of disruption.
・Develop and implement continuous improvement initiatives within IT Service Management processes to enhance efficiency, service quality, and operational resilience.
・Create and deliver clear, concise presentations and reports on IT resiliency and ITSM performance to senior management and other stakeholders.
・Build, mentor, and lead high-performing teams, fostering a culture of accountability, collaboration, and continuous learning.