Cardif – L1 Specialist – IT Service Delivery Dept.

May 23, 2024

Cardif – L1 Specialist – IT Service Delivery Dept.


  • Permanent
  • JP-Tôkyô-Shibuya
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Hiring Manager:

Head of Service Delivery Department

Job Title:

L1 Specialist

Job Level:

Non managerial position


IT Service Delivery

Report Line:

L1 Manager

Position Purpose

Assist the L1 Manager in the daily operations of the L1 Team.

Coordinating and managing all relevant stakeholders, including the support desk team and other teams that are involved in service desk operations.

l   Assisting the manager in organizing, planning and implementing strategy

l   Continually improve the ticketing and knowledge management systems in order to provide users with the best support.

l   Work closely with management to provide meaningful metrics on request trends, user’s satisfaction, and opportunities for improvement.

l   Direct involvement in incidents or problems irrespective of priority that cause service impact

l   Collaboration and Escalation to 3rd party vendors and Global Team within BNP Group

l   Assist the L1 Manager in administrative task and procurement related (PO,PR,Book keeping)

l   Provide Technical direction for continuous process improvement.


Direct Responsibilities

l   Responsible for the all Operation conducted by the L1 Team

l   Manage the L1 Team/ Task assignment/ Work shift / Contract renewal

l   Achieve the department’s strategy Goal

l   Responsible for the overall system and infrastructure availability and developing a resilient infrastructure to reduce failures.

Contributing Responsibilities

l   Provide assistance to junior IT team members with issues needing technical expertise or complex systems knowledge.

l   Mentor team to improve their understanding and skill

l   Achieve a high Score of CSat

l   Lead By example

Business Knowledge

l   A good understanding of the insurance Industry

l   Understanding of ROI, CBA

l   Budget planning

Technical Experience / Competencies

l   + 5 years’ experience managing a technical help desk and/or call center.

l   Service Now experience or other Ticketing system experience.

l   Ability to design and implement operations programs that improve the Service desk.

l   Strong troubleshooting and problem-solving skills.

l   Ability to work independently.

l   Knowledge Microsoft Office applications and Office 365

l   Familiar with Telephony infrastructure

Behavioral Competencies

l   Strong interpersonal skills to liaise with all division within the Group

l   Maintain transparent communication

l   Strong communication skill and articulation in English and Japanese

Specific Qualifications ( Nice to have)

l   PM certification

Skills Referential

Behavioural Skills:

Ability to collaborate / Teamwork

Organizational skills

Ability to deliver / Results driven

Creativity & Innovation / Problem solving

Transversal Skills:

Ability to understand, explain and support change

Ability to manage a project

Ability to manage / facilitate a meeting, seminar, committee, training…

Ability to develop others & improve their skills

Choose an item.

Education Level:

Bachelor Degree or equivalent

Others: (if any)