南京招聘

职位描述：
Job Title: Service Delivery Manager / Bridge Manager
Job Location: Few months in Tokyo, Few months in China
Travel: Extensive travel required
 
The service delivery manager oversees the delivery of software and services from Rakuten development center in China to our clients in Rakuten Inc. in Tokyo. The Service Delivery Manager oversees a number of key functions that enable the delivery of a high-quality service to customers, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
 
A good Delivery Manager should also be able to spot warning signs, to foresee and remove blockers before they become problematic - often, this means providing constructive challenges to senior management on issues. The manager establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.
 
The service delivery manager has general oversight over employees involved in the delivery process, even though he may not be their direct manager. Managers who receive complaints or feedback on a particular work team or employee will share those comments with managers and staff involved. Ultimately, the service delivery manager holds all service departments and employees accountable for carrying out the required processes and tasks.
 
Responsibilities
 
Working closely with the Product Manager, team managers and engineers in Japan and China, he/she will be responsible for the following.
 
Service Management
? Owner of any Incident, Issue and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. Document, track, work towards root cause and own issues or incidents until satisfying resolution.
? As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
? Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
? Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
 
Meeting Support
? Provide meeting support with all levels of customer management, customer engineers in China and Japan.
? Effectively understand the customer requirements and specifications.
? Clearly articulate and present current challenges, solutions and action items to all stake holders.
? Clarifying strategies and plans, and communicating a clear sense of direction and purpose for self and team.
? Facilitate white boarding or video conference discussions between local and remote for new projects, crisis resolutions or any such major events
? Visible to staff and stakeholders and regularly undertake activities to engage and build trust with people involved in area of work.
 
Technical
? Lead collaborative and planning processes, prioritizing the work that needs to be done against the capacity and capability of the team. This might include facilitating daily stand-ups and other sprint ceremonies, and coaching teams on Agile tools and techniques.
? Technically understand the context of discussions and problems at levels sufficient enough to drive discussions
? Bring remote technical resources into the conversations and meetings as required
 
Make working with team a joyful experience
? Giving people the space and tools to think creatively
? Providing enthusiastic and encouraging feedback on priorities, objectives and expectations.
? Keeping performance and morale high under difficult and challenging circumstances.
? Managing team dynamics and creating a culture of innovation while working across Departmental and other boundaries and;
? Seeking constructive outcomes in discussions, challenging traditional assumptions while remaining willing to compromise when it is beneficial to progress.
 
Basic qualifications
? Bachelor’s degree in Computer science, computer engineering or related technical discipline
? 5+ years of experience as a software developer
? 3+ years managing development vendors or as a project manager
? 2+ years experience managing people
? Software development experience in .net, Java script, Java and C++

Essential Qualities and Skills required
? Fluent in Japanese and Mandarin. English conversational level.
? Exceptional customer relationship skills including ability to discover true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions
? Passion for Service improvement and love troubleshooting
? Excellent analytical and logical skills in problem solving
? Ability to handle multiple competing priorities in a fast-paced environment and work under pressure to meet deadlines
? Able to demonstrate a high degree of flexibility including shift and out of hours working
? Previous experience as a Team lead or Manager
? Excellent leadership and people management skills
? Excellent written and verbal communication skills
? Willingness to support and mentor junior staff
? Excellent customer facing/customer service skills
? Strong, business and technical vision along with organizational skills
? Able to manage sensitive and sometimes confidential information
? Self-motivation and able to take responsibility
? Able to manage and prioritize and tasks and time efficiently
? Able to demonstrate initiative and a proactive approach to daily tasks

Job Type: Full Time
Job Location: Tokyo, Shanghai or Dalian
Travel: Extensive travel required for 3-4 months at a time

乐天创研（北京）科技有限公司

     成立于2010年10月，是日本的网络购物商城日本乐天株式会社投资成立的全资子公司。
日本乐天集团是日本大型的互联网综合服务提供商之一，业务范围涵盖了网络购物商城、信用卡、电子支付、银行、证券、旅游、专业体育、拍卖、通讯等领域。并逐步向全球范围扩张，目前已在20多个国家和地区投资了子公司。
公司定位于日本乐天集团在华的研发中心，主要从事集团内全球电子商务平台和旅游服务平台的开发和运维服务，目前客户主要分布在日本，随着集团业务的扩张，将不断在其他国家和地区增加新的客户。公司能够充分利用日本乐天集团在电商领域所积累的经验和技术，发挥中国优秀人才的聪明才智，为客户提供完善、优质的服务。

    公司为员工制定了优厚的薪酬福利制度、培训制度，为员工个人的发展提供支持，让员工与企业一起成长。

企业理念

通过互联网为人们传递“正能量”

我们的基础经营理念是通过互联网改变人们生活。我们承诺将随时立志于顾客观点，以实现顾客的***满意度。提供令顾客满意的服务，同时对社会做出贡献。通过这些服务，我们旨在尽可能的把乐天集团股东们及公司价值***化，进而成为一个真正意义上的全球互联网服务企业。
 
乐天主义（乐天的基本原则）

上述的企业理念体现在乐天主义（乐天基本原则）中。这也是乐天集团的基础，同样是一个指引所有企业员工的重要准则。乐天主义由乐天集团的道德准则，八大行动规范，品牌概念和五项成功原则组成。乐天集团的道德准则，品牌概念及五项成功原则是了解乐天的重要理念，所以我们在此特别说明。
 
 
乐天集团的道德准则

我们身为乐天集团的一员，立志成为全球***的互联网服务企业，同时秉持企业良知，不仅提升股东及集团企业价值，更将致力对社会贡献。

乐天集团的道德准则见以下链接
**************************/corp/about/philosophy/ethic.html

品牌概念

乐天品牌的概念是透过乐天集团事业及其他各种活动实现的价值观。

乐天集团的道德准则见以下链接
**************************/corp/about/philosophy/brand.html

成功的五个原则

乐天集团坚定不移的恪守着为了能够在工作及生活中为每个人建造一个公平公正的社会环境。五个成功的原则是乐天全体员工必须充分体认的，并在日常工作中随时铭记在心，方可实现乐天集团所期待建立的社会。

乐天集团的成功的五项原则见以下链接
**************************/corp/about/philosophy/success.html

 
    
公司网站：**************************

微信公众号：乐天创研RakutenGroup

Linkedin账号：Rakuten China
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