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Celonis is seeking a Senior Service Delivery Manager to lead customer support operations in the Japan and APAC region. In this role, you will manage premium support contracts (Premier and Premier+ tiers) for enterprise customers, serving as their primary escalation point and strategic partner. You will own the full lifecycle of support contract renewals, conduct regular business reviews with customers, and ensure SLA adherence across agreed KPIs and operational level agreements.
Key responsibilities include managing one or more high-value customers from JP/APAC, fostering strong partnerships across Celonis support teams and lines of business, and driving customer satisfaction (CSAT) for support incidents. You will coordinate with regional and global peers to maintain consistency in global processes and resource allocation. The role requires participation in 24/7 on-call duty rotation during business hours of assigned customers.
You bring 8+ years of experience in global technical software support or IT customer service, with at least 6 years in customer-facing support roles. You have a proven track record of operational excellence and positive customer impact, demonstrated leadership within support organizations, and strong analytical and technical writing skills. You excel at communicating complex technical information to business, technical, and non-technical audiences. You work calmly under pressure, prioritize effectively during crises, and adapt quickly to ambiguous situations. You have experience identifying and improving inefficient processes, ideally with ITIL foundation certification and quality management background. Familiarity with agile project management is valued.
Japanese citizenship is required, along with business-level English and fluent Japanese language proficiency.
