Senior Service Delivery Manager

About the role

Celonis is seeking a Senior Service Delivery Manager to lead renewal and delivery of Premium Support contracts for customers in Japan/APAC. You will act as the primary escalation point, ensure SLA adherence, and drive a high‑quality customer experience.

Key responsibilities

• Own all Premier and Premier+ Support contract requirements, including renewals.
• Manage one or more JP/APAC customers, maintaining regular cadence meetings to review and grow the business.
• Ensure SLA compliance on agreed KPIs and support OLAs.
• Deliver exceptional CSAT for support incidents and foster strong partnerships across Celonis support teams and regional stakeholders.
• Collaborate with global peers to maintain consistency of processes and coordinate resources.
• Participate in 24/7 on‑call duty for Service Delivery Management activities.

Required profile

• 8+ years in a global technical software support or IT customer service environment.
• 6+ years in a customer‑facing support role with proven operational excellence.
• Demonstrated leadership within a support organization.
• Strong analytical and technical writing abilities, able to communicate complex information to diverse audiences.
• Japanese citizenship, business‑level English and fluent Japanese.

Required skills

• ITIL foundation certification (or deeper ITIL knowledge).
• Familiarity with agile project management methodologies.
• Quality management experience.

What we offer

• Ownership from day one with RSUs and merit‑based grants.
• Unlimited PTO (where applicable) and flexible hybrid work model.
• Comprehensive parental leave (24 weeks primary, 12 weeks secondary).
• Learning and development programs, mentorship, and a dedicated learning platform.
• Well‑being benefits including subsidized wellness memberships and mental health support.
• Opportunities to contribute to sustainability initiatives and community impact days.