IT Service Delivery Management Specialist
John Hancock Manulife
職務内容：
(1) ServiceNowを活用したインシデント管理、変更管理、問題管理、構成管理のガバナンスプロセスを主導する。
(2) ITインフラ運用において発生する問題や課題への対応
・ステークホルダーからの情報収集と集約
・ステークホルダー向けの手順書作成およびトレーニングを含む、新しい手順の導入
・関連業務／期限／進捗管理の調整
(3) 通常業務
・ ServiceNowデータ品質の維持と改善
・マニュライフのグローバルスタンダードに準拠したITILベストプラクティスに関する技術スタッフ向け月例トレーニングの実施
・定期的なプロセス分析と改善の実施
・データ収集、分析、および定期レポート作成（週次／月次など）
(4) その他
・北米／アジアと連携し、ポリシー、プロセス、手順を含むITIL関連のトピックについて協働する。
スキルと経験：
必須知識
・IT運用におけるサービスマネジメントの知識（ITIL、インシデント管理／変更管理／問題管理／構成管理など）
・ServiceNowの設定およびトレーニング指導を含む、ServiceNowに関する豊富な経験
・ITインフラに関する基礎技術知識（ネットワーク、クラウドサービス）
・Microsoft製品に関する知識（MS OfficeおよびMS Visioなど）
必須スキル
・優れた傾聴力を有し、日本語と英語の両方で文書にまとめることができること
・組織目標達成に向けて積極的にアプローチし、主導できる能力
・ソフトスキル。国内外の関係者と日本語と英語で良好なコミュニケーション能力（メール／口頭／チャット）
・最小限の監督下で、与えられたタスクに対応し、期限を守れる自己管理能力
・サービス提供と顧客満足度の向上に関する実績
・データ管理と可視化。例：データドリブンな考え方
求める人物像：
・倫理観と誠実さ、高いコミュニケーション能力、批判的思考力、問題解決能力を有すること・自発的に行動し、常に疑問を持ちながら一つ一つの事象を深く掘り下げることができる。
・多様な背景・文化を持つ関係者間で、一人ひとりを尊重しながらコミュニケーションをとることができる。
・事業部門の思考において、ユーザー視点に立った思考を持ち、意見を表明し行動できるリーダーシップ、コミュニケーション能力、問題解決能力に優れている。
Job Description:
(1) Lead incident, change, problem, and configuration management governance process using ServiceNow.
(2) Response to problems and issues that occur in IT infrastructure operation
・ Collecting and summarizing information from stakeholders.
・ Implementation of new procedure including writing and training for stakeholders.
・ Coordination of related work / deadline / progress management.
(3) Regular work
・ ServiceNow data quality maintenance and improvements.
・ Holding monthly training for Technology staff on ITIL best practices in line with Manulife global standards.
・ Periodic process analysis and improvement implementation.
・ Data collection, analysis, and regular reporting. (weekly / monthly, etc.)
(4) Other
・ Work with North America/Asia on ITIL related topics including policy, processes, and procedures.
Skills & Experience:
Required knowledge
・ Knowledge of service management in IT operation (ITIL, incident management / change management / problem management / configuration management, etc.)
・ Strong experience in ServiceNow including ServiceNow configuration and leading training.
・ Basic technical knowledge related to IT infrastructure. (Network, Cloud Service)
・ Knowledge of Microsoft products (MS Office and MS Visio)
Required skills
・ Strong listening skills and able to summarize into documentation in both Japanese and English.
・ Skills that can actively approach and lead the achievement of organizational targets.
・ Soft skills. Good communication skills in Japanese and English with domestic and overseas related parties (email / conversation / chat)
・ Self-management skills that can respond to a given task and meet deadlines with minimal supervision.
Proven track record of improving service delivery and customer satisfaction
・ Data management and visualization. e.g. Data driven mindset.
Desired person image:
・ Has ethics and honesty, high communication skills, critical thinking, and problem-solving skills.
・ Being a self-starter, you can dig deeper into each event while always having doubts about things.
・ Communication is possible while respecting each person among related parties with diverse backgrounds / cultures.
・ Good leadership, communication and problem-solving skills ability to express opinions and act by having a way of thinking from the user's point of view in business department thinking.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.
Working Arrangement