North Asia Infrastructure Operations Product Manager – Tokyo, Japan

North Asia Infrastructure Operations Product Manager – Tokyo, Japan

Boeing Japan Kabushiki Kaisha

North Asia Infrastructure Operations Product Manager is responsible, within the assigned region including Japan, South Korea, China, Hong Kong and Vietnam for the delivery of Enterprise IT infrastructure services and solutions in support of business needs and objectives. The Regional Operations Manager (ROM) leads a geographically dispersed team of IT Technicians and ensures the efficient provisioning of IT Operations services and solutions to internal end users. Such services include desktop support, IT network and back-end infrastructure support, IT service management and governance, tech insertions, upgrades and changes to maintain the IT environment operational and efficient.

The ROM reports to the Senior Manager, IT Global Infrastructure Operations. Additionally, the ROM interacts on a regular basis with IT senior managers, business partners and other Enterprise Functions within the Boeing IT organization.

Business travel is expected both within the assigned region and to other global sites, as driven by business needs.

Key Responsibilities:

• Lead, empower and develop North Asia IT End User Support Operations team, providing technical, functional guidance to strengthen team members' performance and skills
• Oversee team hiring, training, performance development and appraisals, managing overall team priorities providing detailed direction
• Oversee daily operations of the Product team to meet SLAs, quality indicators and other operational commitments, unblock cross-team dependencies to achieve results
• Manage Product and teams' performance including OKRs, operational KPIs and designated budgets. Implements strategies for open communication and clarify policies to enhance employee awareness and expectations. Communicate team accomplishments and update on projects progress
• In conjunction with other Enterprise and EITO Product teams ensure high availability and performance of IT services and systems
• Set the overall Product vision and strategy, create and own the Product roadmap, and drive focus on the vision of the product while aligning it with company objectives
• Support regional projects execution through provision of required IT resources and assets to ensure successful delivery of key results
• Ensure Operations compliance with Boeing security and regulatory standards and local regulations related to IT operations
• Develop and implement process enhancements and operating procedures to drive innovation, operational efficiency and security; influence improved user experience and satisfaction
• Actively drive the incident management and problem resolution processes quality to minimize downtime and service disruptions to regional business
• Expertise and proficiency in managing IT end-user support tasks and procedures, encompassing knowledge of ITSM processes, user support Standard Operating Procedures, and the tools utilized across the region and the Enterprise
• Technical fluency and ability to interface between business and technical domains

Required Qualifications:

• 5 years + of experience in end-user support and IT operations
• Experience in IT Service Delivery
• IT Support leadership experience, including managing global or distributed team
• Familiarity with the ITIL quality assurance framework and methodology is advantageous
• Team oriented, influential and adaptable to changing priorities in a fast-paced global environment
• Strong collaboration skills, with the ability to effectively work with stakeholders and peers
• Excellent communication and interpersonal skills
• Proven ability to work independently, set priorities, identify opportunities and meet deadlines
• Flexibility is expected as off-hours activity will be needed to coordinate with a globally dispersed team
• Travel to other North Asia countries is expected to support emerging demand and maintain regular engagement with teams and business
• English fluency with superior communications skills - additional languages as well
• Ability to speak and write in a local language

Typical Education/experience:

• IT degree (or similar) and typically 5 years + of experience in end-user support and IT operations
• ITIL training or certification is a plus

Relocation: Relocation assistance is not a negotiable benefit for this position. Candidates must live in the immediate area or relocate at their own expense.

Employer is not willing to sponsor applicants for employment visa status.

Other Job-related Information: This requisition is for a locally hired position. Benefits and pay are determined at the local level and not on Boeing US-based payroll.

Other details will be communicated at the interview, or in the selection process.