To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

Service Manager 

サービスマネージャー 

Tokyo, Japan

東京、日本

Job Purpose

仕事の目的

Manage the delivery of Service offerings to Juniper’s strategic Service Provider and Enterprise Customer Service Support Partners. Work with Global and APAC Service delivery teams to establish effective business relationships that maintain high levels of customer satisfaction, and maximize Juniper’s business opportunities. This role reports to the Customer Service Senior Manager and is a part of the customer service organization. 

ジュニパーの戦略的サービスプロバイダーと企業顧客およびサービスサポートパートナーへのサービス提供を管理します。 グローバルおよびAPACサービスチームと協力して、高レベルの顧客満足度を維持し、ジュニパーのビジネスチャンスを最大化する効果的なビジネス関係を確立します。 この役割はカスタマーサービスシニアマネージャーの直属であり、グローバルサービス組織の一部です。

Job Responsibilities

職責

The Service Manager contributes to Juniper’s business success by effectively managing and delivering Juniper’s support services, maximizing the customer’s business outcomes and service satisfaction.

サービスマネージャーは、ジュニパーのサポートサービスを効果的に管理および提供し、お客様のビジネス成果とサービスの満足度を最大化することで、ジュニパーのビジネスの成功に貢献します。

Business Relationship Management

取引関係管理

• Develop, communicate and update account strategies with the sales account team, customer service team & the customer.
• セールスアカウントチーム、カスタマーサービスチーム、および顧客とのアカウント戦略を開発、伝達、更新します。
• Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.
• 顧客の期待を適切に設定し、高品質でタイムリーなサービスを提供することにより、顧客満足度を確保します。
• Promote and market Juniper Networks solutions.
• ジュニパーネットワークスのソリューションを宣伝および販売します。
• Support account team strategies and maximize contract renewals by facilitating an effective and quality focused Juniper support delivery service.
• 効果的で品質に重点を置いたジュニパーサポート提供サービスを促進することにより、アカウントチームの戦略をサポートし、契約の更新を最大化します。

Program Management Framework

プログラム管理フレームワーク

• Ensure customer & Juniper business and operational processes are aligned.
• 顧客とジュニパーのビジネスプロセスと運用プロセスが整合していることを確認します。
• Develop and document project plans to achieve contract deliverables.
• 契約成果物を達成するためのプロジェクト計画を作成して文書化します。
• Take responsibility for flawless execution of multiple cross-functional activities.
• 複数の部門の枠を超えた活動を完璧に実行する責任を負います。
• Leverage and coordinate resources to fulfill service delivery objectives.
• リソースを活用および調整して、サービス提供の目標を達成します。
• Monitor and communicate project results against goals, develop action plans to address shortfalls.
• プロジェクトの結果を監視して目標に照らしてコミュニケーションするとともに、不足するものに対処するためのアクションプランを作成します。

Commercial

商業

• Assist in scoping, definition and execution of contracts.
• 契約の範囲、定義、および実行を支援します。
• Monitor and report on services revenues and costs to maintain account profitability.
• アカウントの収益性を維持するために、サービスの収益とコストを監視および報告します。

Skills, Knowledge & Experience

スキル、知識、経験

• 10 plus years program management experience with demonstrable success in the Service Provider / Enterprise market space.
• サービスプロバイダー/エンタープライズ市場で実証可能な成功を収めた10年以上のプログラム管理経験。
• 3 plus years in the networking industry covering technical support, operations, operations management, and service management.
• テクニカルサポート、運用、運用管理、およびサービス管理をカバーする3年以上のネットワーク業界の経験。
• Strong service business or program management experience with another manufacturer or large partner essential.
• 他のメーカーまたは大規模なパートナーとの強力なサービスビジネスまたはプログラム管理の経験が不可欠です。
• Excellent customer management and relationship skills, gained from experience working in the support environment in the IP market space. Strong interpersonal skills essential.
• IPマーケットスペースのサポート環境での経験から得られた、優れた顧客管理および関係スキル。 強力な対人スキルが不可欠です。
• Relationship building between vendors, partners, and customers is essential.
• ベンダー、パートナー、および顧客間の関係構築は不可欠です。
• Strong written and oral skills, experience dealing directly with multiple levels and disciplines within the customer environment.
• 書面および口頭での優れたスキル、お客様の環境内で複数のレベルや分野を直接扱った経験。
• Able to manage multiple projects and priorities.
• 複数のプロジェクトと優先順位を管理できる。
• Ability to operate independently, including management of priorities in unstructured environments.
• 不測の事態、状況での優先順位の管理を含む、独立して運用する能力。
• Engineering degree qualification or equivalent experience.
• 工学の学位資格または同等の経験。

ABOUT JUNIPER NETWORKS

Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bengaluru, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world.

At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We’d love to speak with you.

Additional Information for United States jobs:

ELIGIBILITY TO WORK AND E-VERIFY

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.

● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify

● Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

Juniper is an Equal Opportunity workplace. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.