Job Description

Job Role

We are seeking an experienced and proactive ITSM Japanese Bilingual Process Lead to support a new RFP-driven engagement. The ideal candidate will manage core IT Service Management processes including Microsoft Identity Manager (MIM), Major Incident Management, Problem Management, Change Management, and Service Level Management (SLM)

This role demands strong process leadership, stakeholder engagement, bilingual capability (English + Japanese), and the ability to drive continuous service improvement while ensuring alignment with ITIL standards.

Key Responsibilites

Major Incident Management

• Lead and coordinate major incident responses to ensure rapid resolution and minimal business disruption.
• Act as the primary communication channel between technical teams and stakeholders during major incidents.
• Ensure timely escalation, RCA, and manage post-incident reviews.
• Maintain incident logs and identify improvement opportunities based on recurring trends.

Problem Management

• Perform deep-dive Root Cause Analysis (RCA) for recurring issues and major incidents.
• Maintain and enhance the Known Error Database (KEDB).
• Work with technical teams on permanent fixes and preventive controls.
• Analyze problem trends and recommend proactive improvements.

Change Management

• Design, implement, and maintain Change Management processes.
• Monitor compliance and evaluate the effectiveness of change governance.
• Lead CAB/ECAB meetings and related approval workflows.
• Ensure elimination of unauthorized changes and reduction of failed changes.
• Collaborate with teams across Incident, Problem, Capacity, and Availability Management

Skills & Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 12+ years of ITSM experience with hands-on expertise in MIM / Problem Management / Change Management.
• Strong understanding of ITIL framework (ITIL v4 preferred).
• Experience with identity and access management processes.
• Proficiency in ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.Strong analytical, communication, and stakeholder management capabilities.
• Team management and cross-functional coordination experience.Good understanding of Release Management. Japanese language proficiency (JLPT N2 or N3)—mandatory.

Additional Competencies

• Experience in process consulting and optimization initiatives.
• Strong escalation management capabilities.
• Experience managing audits and compliance checks.
• Strong people management and stakeholder engagement skills.

Preferred Certifications

• ITIL v4 Foundation
• JLPT N3/N2 (mandatory for this role)

Why Capgemini for this Role?

Capgemini offers employees the ability to work with world‑leading businesses across industries, giving ITSM leaders exposure to complex, large‑scale environments—ideal for someone handling MIM, Incident, Problem, and Change processes.
They emphasize career shaping, innovation, and working on cutting‑edge assignments, which aligns perfectly with a senior ITSM leadership path.