Japanese Bilingual Service Desk Team Manager

Job Location: Taguig City, Cebu City, Taguig City

Location Flexibility: Multiple Locations in Country

Req Id: 9943

Posting Start Date: 8/28/26

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Role Purpose The role holder leads, motivates, and develops a team of Service Desk staff to ensure the delivery of incident management services to agreed service levels.

Key Accountabilities

• People Management: Manages, motivates, and develops a small team of Service Desk employees, ensuring that service levels continually improve and contribute to growth in new business.
• Customer Relations: Establishes relationships with middle to senior-level customers and a range of managers across Fujitsu to deliver and enhance service quality.
• Risk Management: Establishes and manages risks related to the team’s technical skill levels and resource availability to ensure risks are mitigated and issues are resolved while meeting service levels.
• Planning & Control: Allocates and schedules resources to meet service delivery demands while managing changing priorities and issues. Utilises team strengths to achieve effective and efficient service delivery within SLA requirements.
• Business Orientation: Anticipates the impact of business issues on operations and takes appropriate action. Responsible for monitoring and controlling Service Desk activities.
• Service Delivery: Leverages team strengths to achieve effective and efficient service delivery. Ensures services meet SLAs at a minimum while continuously striving for improvements, with exceptional customer service as the ultimate goal.
• Tools Mastery: Ensures adherence to the agreed strategic toolset, promoting improved deployment and usage across the team.

Required Qualifications

• At least 1 year of experience in IT Service Desk, IT Operations, System Operations, or a related IT support function.
• JLPT N2 certification or equivalent Japanese proficiency (minimum requirement).
• Demonstrated experience in Japanese-English interpretation and communication, including facilitating discussions between Japanese and non-Japanese stakeholders.
• At least 1 year of leadership experience (e.g., Team Leader, Subject Matter Expert, Lead Analyst, Shift Lead, or a similar role).
• Familiarity with service management frameworks and ticketing tools (e.g., ServiceNow).
• Strong problem-solving, communication, and stakeholder management skills.
• Ability to work effectively in a fast-paced, customer-focused environment.

Preferred Qualifications

• Working knowledge of SAP ERP systems, including user support, incident handling, or business process operations.

Relocation Supported: No

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.