Senior Service Delivery Manager

Responsibilities

• Own all requirements related to Premier and Premier+ Support contracts, including renewals.
• Manage one or more customers in Japan and the APAC region.
• Establish and maintain a regular cadence of customer business-review meetings.
• Serve as the customer’s escalation point.
• Ensure adherence to SLAs and KPIs defined in Premier and Premier+ Support contracts and support OLAs.
• Drive customer and partner satisfaction (CSAT) for support incidents.
• Build strong partnerships across Celonis Support teams, regional stakeholders, and lines of business.
• Coordinate with regional and global peers to ensure consistency, process follow-through, and resource coordination.
• Work during assigned customers’ business hours and participate in 24/7 on-call Support Delivery Manager activities.

Requirements

• 8+ years of experience in a global technical software support center or IT customer service industry.
• 6+ years of experience in a customer-facing support role.
• Track record of operational or service-delivery excellence with measurable customer-experience impact.
• Leadership experience within a customer support organization.
• Strong analytical, communication, and technical writing skills.
• Ability to explain highly technical information clearly to business, technical, and non-technical audiences.
• Ability to triage and prioritize multiple crisis situations calmly and decisively.
• Flexibility and adaptability in ambiguous, rapidly changing situations.
• Ability to identify inefficient processes and develop documented improvement strategies.
• Japanese citizenship.
• Business-level English and fluent Japanese.

Nice-to-haves

• ITIL Foundation certification.
• Additional knowledge of ITIL best-practice methodology.
• Quality management experience.
• Familiarity with agile project management methodologies.

Compensation and Benefits

• Restricted Stock Units and merit-based refresh grants for full-time employees.
• Paid parental leave, paid time off, flexible hybrid work, learning and mentorship programs, Wellhub membership subsidies, mental health counseling, wellness programs, and paid volunteer time.