# Senior Service Delivery Manager

**Company:** [Celonis](https://hotfix.jobs/companies/celonis)
**Location:** Tokyo, Japan
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Itil, Technical Writing, Quality Management, Agile Project Management, Sla Management, Kpi Management, Customer Support, Crisis Management, Process Improvement, Service Delivery
**Posted:** 2026-09-08

> Manages Premier and Premier+ Support customers, renewals, escalations, SLAs, and service delivery across Japan and APAC. Requires extensive technical support leadership experience, strong communication and analytical skills, and fluent Japanese and business-level English.

## Job Description

## 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.

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