Industry: IT
Location: New York
Salary: $140K-$150K
Visa Sponsor: No
Language: English: Business Level, Japanese: Business Level
Detail: Japanese IT company seeks for a Japanese Bilingual Microsoft Cloud Managed Service Manager
Position: Japanese Bilingual Microsoft Cloud Managed Service Manager
Requirements: Deep expertise in Microsoft Cloud environments (Entra ID, M365, Intune) with hands-on experience in implementation, administration, and operations. Ability to oversee and manage Managed Service operations.
Salary Range: $140K – $150K / year
FLSA Status: Exempt
Location: NYC
Japanese Proficiency: Strongly Preferred
Visa Sponsorship: Not Available
Summary:
Lead the end-to-end delivery and day-to-day management of Microsoft Cloud Managed Services across Entra ID, Microsoft 365, and Intune, coordinating service desk, engineering, security, and vendor resources to ensure reliable and effective service delivery.
Key Accountabilities
・Accountable for the overall quality and consistency of Entra ID, Microsoft 365, and Intune managed-service delivery.
・Accountable for the overall quality and consistency of Entra ID, Microsoft 365, and Intune managed-service delivery.
・Maintain effective relationships with customers and internal stakeholders and serve as the primary contact for service-related matters.
・Ensure critical incidents and escalations are appropriately prioritized, coordinated, communicated, and resolved.
・Establish and maintain service reviews, operational controls, procedures, documentation, and governance processes.
・Ensure production changes are properly assessed, approved, scheduled, communicated, implemented, and documented.
・Identify operational, security, capacity, and service-delivery risks and coordinate appropriate mitigation actions.
・Ensure security-related incidents and risks are appropriately escalated to Security/SOC and that remediation activities are tracked.
・Coordinate Microsoft Support and third-party vendors for product issues, escalations, and complex technical cases.
・Produce and present monthly service reports covering SLA performance, incidents, requests, changes, security events, service health, and improvement actions.
・Identify recurring issues, automation opportunities, process improvements, and service enhancements to improve quality and efficiency.
・Ensure appropriate staffing, technical coverage, documentation, runbooks, escalation paths, and backup resources are available to support the service.
・Maintain the scope and definition of General, Entra ID, Intune, and Microsoft 365 managed-service offerings.
・Monitor service workload, resource utilization, support effort, and operational costs to help maintain sustainable service delivery.
・Responsible for planning, executing, and managing projects across cost, time, and scope parameters to ensure successful delivery.
・Key responsibilities include:
・Develop detailed project plans and oversee implementation from initiation to completion.
・Define project scope, goals, and deliverables that align with business objectives.
・Identify tasks, timelines, and resource requirements.
・Assemble and manage project teams, ensuring effective collaboration across functions.
・Prepare and control project budgets and monitor expenditure.
・Allocate resources efficiently to maximize productivity and outcomes.
・Create and maintain detailed project schedules and timelines.
・Monitor and track project deliverables to ensure timely completion.
・Provide guidance, support, and direction to project team members.
・Lead quality assurance efforts to ensure deliveries meet expected standards.
・Track project progress, identify potential issues, and take corrective actions as needed.
・Communicate regular progress reports and present problems and proposed solutions to stakeholders.
・Implement and manage change control processes to meet evolving project needs.
Required Competencies
・Service Leadership: Ability to lead end-to-end managed service delivery across Microsoft Entra ID, Microsoft 365, and Intune while coordinating L1, L2/L3, Security/SOC, and external support resources.
・Customer & Stakeholder Management: Strong ability to build trusted relationships with customers, business stakeholders, technical teams, and vendors, and communicate service performance and issues effectively.
・Service Delivery & Governance: Demonstrated ability to manage SLAs, KPIs, service reviews, incidents, escalations, changes, risks, and continuous service improvement.
・Problem Solving & Decision Making: Ability to assess operational and technical issues, determine business impact, prioritize actions, and coordinate appropriate resolution.
・Communication & Presentation: Strong written and verbal communication skills with the ability to translate technical issues into clear business-level messages for management and customers.
・Collaboration & Coordination: Ability to work effectively across Service Desk, engineering, security, project management, and vendor teams.
・Customer Focus: Strong commitment to service quality, customer satisfaction, responsiveness, and continuous improvement.
・Commercial Awareness: Understanding of managed services cost, resource utilization, service scope, profitability, and customer expectations.
・Japanese language skill(Preferable)
Knowledge and Skills
Required:
・Strong knowledge of IT Service Management (ITSM) practices, including Incident, Request, Problem, Change, Service Level, and Knowledge Management.
・Working knowledge of Microsoft Entra ID, including identity lifecycle management, MFA, SSPR, Conditional Access, administrative roles, and authentication.
・Working knowledge of Microsoft Intune, including device enrollment, compliance policies, configuration profiles, security baselines, application deployment, and device lifecycle management.
・Working knowledge of Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, licensing, and Microsoft 365 Service Health.
・Understanding Microsoft cloud security concepts, including Zero Trust, least privilege, identity security, device compliance, and privileged access management.
・Experience managing SLAs, KPIs, service reporting, service reviews, major incidents, and customer escalations.
・Knowledge of ITSM/ticketing platforms such as ServiceNow, Jira Service Management, or Zendesk.
・Ability to analyze service metrics, ticket trends, operational risks, and recurring issues and develop improvement plans.
・Strong documentation skills for service procedures, operational processes, runbooks, and management reports.
・Strong Microsoft Office skills, particularly Excel, PowerPoint, Teams, and SharePoint, for reporting and customer communication.
・Relevant Experience and Education
Required Education/Training:
・5–8+ years of experience in IT service management, managed services, cloud operations, infrastructure services, or a related IT service delivery function.
・3+ years of experience in a Service Manager, Service Delivery Manager, Managed Services Manager, or similar customer-facing leadership role.
・Experience managing or supporting Microsoft 365, Entra ID, Intune, or Microsoft cloud-based managed services.
・Experience coordinating multi-tier support organizations, including Service Desk/L1, L2/L3 engineering, Security/SOC, and external vendors.
・Demonstrated experience managing customer escalations, major incidents, SLA/KPI performance, service reviews, and continuous improvement initiatives.
・Experience working in an MSP, consulting firm, Systems Integrator (SI), or customer-facing IT services organization is strongly preferred.
・Experience with service budgeting, resource planning, utilization, service costing, or managed-services profitability is preferred.
・Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.
・ITIL Foundation or higher certification is preferred.
・Microsoft certifications related to Microsoft 365, Entra ID, Intune, Azure, or Security are preferred.
・Project management or service management certifications such as PMP, ITIL, or equivalent are considered an advantage.
