Service Delivery Manager – Japanese Language

About the role

The Service Delivery Manager (Japanese) role aims to maximise business impact by driving customer loyalty and retention. Success is measured through Net Revenue Retention, Gross Revenue Retention and NPS scores, with a focus on high‑impact Gold accounts.

Key responsibilities

• Maintain and grow excellent relationships with assigned customers.
• Drive customer loyalty and monitor NPS feedback to ensure high satisfaction.
• Proactively guide customers toward higher levels of cyber‑security.
• Identify and develop up‑sell and cross‑sell opportunities.
• Lead internal innovations within the SDM team and champion best practices.
• Coach junior and medior SDMs and take a lead role in team discussions.
• Collaborate with related business teams to provide seamless support.

Required profile

• Embodies NCC core values: pro‑activity, ownership, stress resistance, teamwork and initiative.
• Excellent conflict‑management and communication skills in Japanese and English.
• 5‑10+ years of relevant experience in cyber‑security services.
• Deep understanding of the market, products and services.
• Ability to work independently on complex, non‑conventional assignments.
• Strong influence on internal and external stakeholders to adopt new practices.

What we offer

• Transportation and rice allowances.
• Night differential, overtime and holiday pay.
• 13th‑month pay and performance‑based bonus plan.
• Day‑1 HMO healthcare coverage for you and dependents.
• Outpatient medicine reimbursement.
• Group life, accidental death & disability insurance.
• Employee Assistance Program with 24/7 confidential counselling.
• Generous vacation and sick leave from day 1, plus Special Time Off for life events.
• Company share plan and Sharesave scheme for discounted share purchase.