Head Of Project Management & Professional Services (japan)

Join the ride at SWAT Mobility - If you're up for a challenge with one of the most exciting startups in the field of Smart Mobility, Transit and Logistics Technology!

SWAT is a high-tech mobility company that focuses on dynamic, on-demand, ride-sharing technology. With our world-class routing platform, we have deployed our solutions for governments in Singapore, Japan and Australia. Having deployed in 7 countries, we also look at solving multiple mobility challenges including optimizing employee transport for large corporations, reimagining public transport, creating data driven intelligent transport planning and introducing high tech logistics solutions to bring higher convenience, better visibility and reduced cost to our customers.

We are on a mission to empower the world to move more with less.

Your Role

As part of our expansion plans, we are looking for a Head of Project Management & Professional Services.
Japan is a key country for SWAT Mobility showing explosive growth and this role will report to the Japan Country Head with dotted line reporting to the Head of Solution and Delivery in Singapore HQ. Being a key management staff of a dynamic Japanese team, the candidate will join and play an important role in building in-country functions and processes.

Responsibilities

• Overall leadership & building of the following in-country teams:

  • Solution Delivery (Project Management)
  • Customer and Operations Support
  • Business & Data Analytics

• Forms the bridge between the local Solution Delivery & Services teams and processes with the teams in Singapore HQ

• Hands On Project & Account Management

  • Leads entire life cycle of system implementation projects in both waterfall and agile methods as required
  • Collaborate with the internal multidisciplinary team based globally to oversee and supervise the planning and successful delivery of projects and programs
  • Manage finance and administration for projects

• Responsible for delivering excellent customer experience to clients as the main point of contact and go-to person for SWAT Mobility

• Continuously builds Solution Delivery, Services & Operations Processes and Best Practices

• Proven experience in project and program management functions

• Builds the Customer Success and Support Operations functions, including

  • Participate in the formulation, implementation and management of customer service excellence, processes, service standards, work plans, implementation and review specifications
  • Ensuring the team meets both internal and external Service Level Agreements (SLAs)
  • Communicate and coordinate with different departments to build tools and establish SOPs to ensure best in class service support for customers
  • Maintains operational competencies and programs for the SWAT Mobility Japan Team during operations hours ensuring services run smoothly and achieve required KPIs
  • Employ data analytics to aid decision making and formulating strategies
  • Manage reports to customers/authorities
  • Seeks renewals for contracts which will be expiring

• Sales and Commercial Support

  • Collaborates with Sales, Product and Technical teams in Go to Market Strategies, Process Alignment and Deliverables
  • Owns the validation of Proposed Customer Solution in the pre sales stage

• Other ad-hoc duties as assigned on a day to day basis

Desired Skills:

• Must be very hands on! Candidate must be open to do a wide array of tasks, everything from helping elderly passengers at bus stops  to preparing board room materials

• At least 8+ years of related working experience for candidates with a Bachelor’s degree from a recognized university

• Native, Professional level of Japanese & English Language

• Education in project management (eg: PMP certified) would be an advantage

• Prior experience of being a PMO or Professional Services Lead is a plus

• Prior experience of project managing IT integration/organizational change management type projects

• Mindsets needed to succeed

  • Passionate about customer success - Our customers are the lifeblood of our business! Keen to see customer succeed with technology
  • Team player & effective communicator - Works well in a lean team, picks up the slack when needed, keeps stakeholders well updated and informed
  • Fast learner and technologically savvy -  Picks up new tools, tech and domain concepts quickly
  • Driven & Inspiring - We are one of the first few transit-tech providers in the market. Let’s define what success

• Cool-headed & patient - Many things can happen in the day. You need to be able to maintain the highest level professionalism during times of crisis and resolve issues calmly and objectively, even when under pressure.

• Hungry to learn and pick up new skills - Our company is evolving. The team needs to grow and adapt to these changes fast.

• Good critical thinking skills - Able to form a good judgment based on current facts. Able to decide when escalations are required, but also decisive to solve most issues independently.

• Good analytical skills, high attention to detail - Shows appreciation for understanding our processes. We have a wealth of data available for you. Analyzing these data will provide us with deep insights to our projects and enable us to reach optimal business decisions.

• Self Starter & Independent – Functions well in a new office with a small number of employees and self-driven to adapt to the changes of a start-up environment