About the company
Join a global technology and business services organization that helps leading enterprises modernize operations, manage complex systems, and deliver reliable business outcomes. The company combines international expertise with strong local collaboration, creating an environment where professionals can work across cultures, technologies, and business functions.
Employees are encouraged to take ownership, share knowledge, and continuously improve the way services are delivered. This is an attractive opportunity for someone who values teamwork, operational excellence, and meaningful client relationships. You will work with experienced colleagues across Japan and international delivery teams while supporting a major enterprise environment. The company offers a flexible work style, comprehensive benefits, and opportunities to grow through increasingly complex responsibilities.
What the job entails
As an SAP Helpdesk On-Site Leader, you will manage the on-site helpdesk team and ensure that user inquiries and operational activities are handled efficiently and consistently. You will allocate incoming requests, coordinate workloads, and provide direction to team members.
You will also conduct second-level checks and reviews of assigned work, helping maintain service quality, accuracy, and adherence to established processes. A key part of the role will be coordinating with the client and offshore delivery teams, including international colleagues, to resolve issues and maintain smooth communication.
This position offers the opportunity to lead a service operation, strengthen client relationships, and drive practical improvements in day-to-day support delivery. The role is primarily remote, with regular on-site attendance at the company’s Tokyo office.
Key requirements
Professional experience working with SAP in a support, maintenance, or operations environment.
Demonstrated experience leading a team or workstream within a maintenance and operations project.
Business-level Japanese communication skills, both written and verbal.
Business-level English proficiency, including the ability to communicate with offshore colleagues in India.
Strong English reading comprehension for handling inquiries and email correspondence from overseas users.
Experience assigning, prioritizing, and monitoring helpdesk or support-related work.
Ability to review team deliverables and provide clear, constructive feedback.
Strong stakeholder management and communication skills when working with clients and international teams.
A service-oriented approach, with the ability to remain organized and effective in a fast-paced support environment.
Experience proactively implementing operational improvements as a team leader is preferred.
Experience supporting a large general trading company or similarly complex enterprise environment is preferred.
Willingness to work primarily remotely while attending the Tokyo office approximately once per week.