Professional Service Manager - Japan
On-siteTokyo, Tokyo, Japan
Job Summary
Lead Professional Services business for DSAS with accountability for revenue delivery, operational execution, project governance, customer satisfaction, resource productivity, and cost control across internal and external delivery resources. Deliver comprehensive Laboratory Information Management System (LIMS) solutions to customers by working with cross-functional teams. Align closely with APJ standards and regional priorities while ensuring customers receive excellent support. Manage service strategies and business growth initiatives with hands-on operational and commercial leadership discipline. Standard work schedule (Mon-Fri) with 25-50% travel required.
Required Qualifications
- Advanced degree plus 8 years of experience, or Bachelor's degree plus 10 years of experience in service management, preferably in enterprise software implementation, LIMS, digital laboratory, or complex technology services teams
- Leadership experience managing professional service teams or strategic accounts
- Strong project governance and customer escalation management capability
- Expertise in developing and implementing service strategies and business growth initiatives
- Demonstrated ability to build and maintain customer relationships at all levels
- Experience with service management tools, CRM systems, and data analytics like JIRA, Salesforce & MS projects
- Strong communication skills in Japanese and business English
- Ability to travel 25-50% as required
- Valid driver's license and ability to work in a matrix organization
Desired Qualifications
- Preferred Fields of Study: Information Technology, Science, Engineering, or related field
- Professional certifications in Project Management (PMP) or Service Management (ITIL)
- Experience with continuous improvement methodologies (Lean Six Sigma)
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