Service Manager

Job Description

For over 35 years, F-Secure has led the cybersecurity industry with our 200+ service provider partners. As the home of scam protection, we're reimagining how we protect people from modern threats through cutting-edge scam detection and solutions that are setting the industry standard. We bring together the sharpest minds of cyber security with a shared purpose: to protect people from modern threats. Here, you’ll have a real impact, making every digital moment more secure for everyone. You’ll thrive and grow in our Fellowship culture, where we dream big, trust, and challenge each other to deliver results and move with speed. You’ll be welcomed into a diverse, global team with an informal and collaborative culture where your voice truly matters.

Join us in securing the digital world together – where your work will make a lasting impact.

We are looking for a seasoned Service Manager to join our team in Japan. In this role, you'll serve as the technical expert on F-Secure's consumer cybersecurity solutions and the way our partners use them — identifying opportunities for upgrades, changes, and extensions that increase service levels, customer value, and business impact.

This is a hands-on role at the intersection of technology, partner relationships, and service excellence. You'll work with some of the world's leading telecom operators and financial sector partners, acting as the primary point of contact between our clients, internal development teams, and stakeholders in product management and sales. You'll also play an active role in improving processes and solution quality, using customer feedback as a driver for continuous improvement.

This role is based in Tokyo, Japan, where we work in a mainly remote setting. Please note that unfortunately, we cannot sponsor relocation fees for this specific role.

At F-Secure we want to be efficient and transparent in our recruiting. Our hiring process will consist of 2 to 3 interview rounds: introduction interview, team interview, and a possible final interview. Our aim is to move quickly through the steps, and inform each candidate in a timely manner whether they will proceed in the process.

Key responsibilities:

• Act as the technical expert on F-Secure solutions during pre-sales, deliveries, and ongoing service management — including SLA commitments, production-level reporting, and partner escalations
• Identify and drive solution upgrades, changes, and extensions that improve service levels and maximize business value for partners
• Serve as the primary point of contact for partners on technical and service-related matters, bridging communication between clients, internal development teams, product management, and sales
• Actively develop processes, solution quality, and service management practices, leveraging customer feedback as a foundation for improvement
• Support cross-functional collaboration across globally distributed teams to ensure seamless delivery and partner satisfaction

What are we looking for?

• At least 5 years of experience in customer-facing Service Management, focused on software solutions and lifecycle management
• Strong communication and networking skills, with a proven track record of succeeding in customer-facing roles and managing complex technical matters and projects
• Exceptional skills in time management, prioritization, and creative problem-solving
• A continuous learning mindset — you're curious by nature and always developing your skill set
• Full professional proficiency in both Japanese and English
• Flexibility to work in a hybrid setting close to Tokyo, with readiness for occasional travel

You get bonus points for:

• Practical knowledge of Jira, CMS tools, Tableau, or Salesforce
• Prior experience working with or within Service Providers, or delivering VAS services
• Knowledge of cybersecurity services and consumer business
• Understanding of SDKs, APIs, software development, and app store submission processes

What you will get from us?

• Welcome to the good side: the home of scam protection! Work with industry-leading experts defining the future of cybersecurity and scam protection.
• Be an AI pioneer, not a follower. Access industry-leading tools like Claude and Claude Code, with full support to integrate AI into your daily work while others are still figuring out policies. We're not asking "if" but "how" AI transforms our work, positioning you at the forefront of the industry.
• Flexible work that works for you: hybrid and remote options with team-agreed ways of working.
• Inclusive environment with flat, approachable leadership in our diverse global community. Thrive in our Fellowship culture where we empower, trust, challenge, and support each other in doing our best work.
• Comprehensive global benefits including Employee Share Savings Plan (ESSP), Fellow Member of the Board opportunities, and Annual Protect & Educate paid volunteer day.
• Wellbeing support through personal coaching services and one hour per week for personal recharging.
• Continuous growth via F-Secure Academy, Leadership programs, AI training, mentoring, and dedicated Learning Week.

A security vetting will possibly be conducted for the selected candidate in accordance to our employment process.