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Josys

SaaS management and device lifecycle platform

Head of Managed Operations - Future Center Head

System AdministrationConfirmed live in the last 24 hours
Full-timeJapanNo salary listedIn-person

About the Job

Requirements

  • At least five years of IT service management experience and knowledge equivalent to ITIL Foundation or higher.
  • At least three years of practical incident and problem management experience.
  • At least three years of team management experience.
  • Experience operating endpoint management solutions such as RMM or MDM.
  • Ability to communicate effectively with frontline staff through customer IT leaders.
  • Experience reporting in English to the CPO and CTO in the United States.

Responsibilities

  • Oversee delivery quality for device kitting and SaaS account setup and provisioning.
  • Manage processes based on Jira Service Management, including incident, problem, change, and asset management.
  • Optimize both physical logistics (receiving, storage, kitting, and shipping) and identity and account management.
  • Monitor SLA attainment and drive continuous improvement, targeting at least 95%.
  • Build and operate device monitoring and management using an endpoint management solution.
  • Design and improve alert-response workflows and increase the proportion of work automated.
  • Promote business automation using Jira Automation and scripts such as PowerShell and Bash.
  • Optimize resources for operators and teams.
  • Develop team members and manage performance and motivation.
  • Collaborate with alliance partners and coordinate operations.
  • Report monthly performance, SLA results, and productivity to executives.
  • Report major incidents to customers and manage escalations.
  • Build and manage relationships with external vendors and suppliers.
  • Plan and advance operational improvements and service enhancements based on customer needs.
  • Build an operational foundation supporting the expansion strategy for managed services.
  • Lead operational design and improvement based on IT service management and information security management systems.
  • Manage SLA achievement and make automation investment decisions based on return on investment.
  • Establish and enhance the Makuhari Operation Center and build an operational foundation aligned with business growth.

Desired Qualifications

  • Experience operating a 24/7/365 service and designing on-call coverage.
  • Experience designing and configuring Jira Service Management workflows, automation, assets, and SLAs.
  • Experience leading operational automation using PowerShell, Bash, or Python.
  • Security-related qualifications such as Information Security Management, Registered Information Security Specialist, or CompTIA Security+.

About the Company

Josys

SaaS management and device lifecycle platform

Josys provides a cloud-based platform that helps IT departments control both software and hardware across an organization. It centralizes SaaS management (discovery, provisioning, and governance to curb Shadow IT), cost optimization (spending insights to cut waste), and device management (visualizing, tracking, and managing the lifecycle of devices, plus procurement, configuration, and delivery). It also offers many SaaS integrations and features for kitting and a device ledger, enabling streamlined workflows.

Company size
201-500
Company stage
Debt Financing
Total funding
$236M
Headquarters
Tokyo, Japan
Founded
2022

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