Regional Service Manager
Skills
About the role
We’re hiring a Regional Service Manager to join our client’s Tokyo office!
We are hiring a Regional Service Manager (RSM) to join our client’s Tokyo office. This role offers an exciting opportunity to lead field support operations in a dynamic, collaborative, and inclusive environment that values diversity, operational excellence, and continuous improvement.
Key Responsibilities
Field Support Operations & Delivery
Lead and manage day-to-day Field Support (FS) operations across designated regions
Plan, execute, and stabilize Field Services transitions and BAU (Business-as-Usual) delivery
Ensure all customer issues are resolved efficiently, professionally, and within SLA commitments
Drive continuous improvement initiatives to enhance service quality and operational efficiency
Client & Stakeholder Management
Act as the primary point of contact for clients on field support operations and escalations
Conduct weekly, monthly, and quarterly service reviews with clients and internal stakeholders
Collaborate with client regional service managers to implement standardized global processes
Provide technical consulting and support for escalated issues related to end-user computing environments
Vendor Management & Governance
Own relationships with field support vendors, including performance, SLA adherence, and governance
Manage vendor billing, invoice approvals, and contract compliance
Lead escalation management and ensure timely resolution of vendor-related issues
Oversee E-bonding integration between ticketing tools and vendor systems
Team Leadership & Development
Lead, coach, and mentor remote desktop support teams and field engineers
Drive capability building to reduce avoidable on-site dispatches through effective remote resolution
Manage workforce planning, onboarding, and performance management
Foster a high-performance, service-oriented team culture
Service Management & Compliance
Track and report on SLAs, KPIs, CSAT, and operational metrics
Ensure compliance with client requirements, including:
Patch management and endpoint security (AV, encryption)
Desktop lifecycle (imaging, refresh, asset management)
Maintain and improve runbooks, workflows, and support documentation
Project & Technical Oversight
Plan and deliver end-user device projects (laptop/phone rollouts, refresh programs)
Support datacenter setup, migration, and related infrastructure initiatives
Provide guidance on desktop management tools (e.g., SCCM), OS deployment, and application packaging
Oversee both Windows and Mac support environments
Required Skills & Experience
Strong client-facing, team management, and vendor management skills
Proven experience managing field support or end-user computing (EUC) environments
Knowledge of ITIL best practices and incident/problem management frameworks
Technical expertise in:
Windows & Mac desktop support
Active Directory, DNS, DHCP, Group Policy
Microsoft Office, Exchange/Outlook, collaboration tools (e.g., Teams/Skype)
Experience with device lifecycle management, asset tracking, and inventory management
Familiarity with desktop management tools (e.g., SCCM or equivalent)
Strong analytical, problem-solving, and communication skills
Ability to manage multiple priorities in a fast-paced environment
Qualifications
Bachelor’s degree (or equivalent experience)
8+ years of experience in EUC, technical support, or field services management
ITIL certification (preferred)
Native Japanese, Business English level of communication
About systemsGo
systemsGo is a well-established and growing IT professional services company based in Tokyo with offices in Shanghai, Hong Kong, Singapore, Taiwan, India, Australia, South Korea and also servicing clients in Beijing, Bangkok, Kuala Lumpur and Hanoi
We are committed to providing our clients with the highest-quality professional services which include IT infrastructure support, systems integration, project management, consulting and staffing solutions. Our client portfolio includes global investment banks, private equity firms, pharmaceutical and biotech companies, law firms, IT companies, trading & manufacturing firms.
We look after our employees, provide many opportunities for career advancement, competitive salaries, excellent benefits and opportunities to travel and relocate to companies within our group. We are always looking for people with the same commitment to providing quality service, and an enthusiasm to learn and grow.
We recommend applying directly via BambooHR. If you prefer to email, please send your application to career@systemsGo.asia
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