Service Delivery Manager- Americas

The Service Delivery Manager (SDM) holds a pivotal position responsible for guaranteeing the optimal delivery and quality of mission-critical IT services to Hoya Corporation’s business divisions. This senior role acts as the essential conduit between the Group Digital organization and the divisional business units. The SDM is tasked with ensuring absolute alignment between IT service offerings and critical business requirements, thereby maximizing service satisfaction, adhering rigorously to governance frameworks, and driving a sustained agenda for Continuous Service Improvement (CSI). The successful candidate will be instrumental in mitigating operational risk and ensuring IT services reliably support Hoya’s core global manufacturing and commercial objectives where service availability directly impacts global production continuity.

Roles & Responsibilities: 1. Stakeholder Relationship Management Build and maintain strong, credible relationships with divisional leadership and key business stakeholders. Act as the trusted IT partner, managing expectations and communicating service performance clearly. Conduct regular service reviews with feedback loop focusing on value contributions and risk mitigations.

2. Global Process Harmonization Drive the adoption of global IT standards, processes, and tools across assigned divisions, while respecting local regulatory and business variance.

3. Risk and Demand Management Proactively identify IT service risks that could impact divisional operations, managing risk register with CoE team. Overseeing demand intake and prioritization, ensuring alignment with business objectives and facilitating stakeholder communication to optimize service delivery. Collaborate with Infrastructure and Technical Leads on Capacity Planning for critical services to support divisional growth and demand cycles.

4. Service Design & Transition Ensure that new services or major application deployments affecting the divisions are designed with full operational supportability in mind Provide mandatory sign-off on the support model readiness before new services go live.

5. Service Level Agreement (SLA) Management Monitor, report on, and ensure consistent adherence to defined SLAs and Operational Level Agreements (OLAs) across all assigned divisions and service towers.

6. Incident & Problem Escalation Serve as the point of escalation for high-priority incidents impacting divisional operations. Hoya adopts a follow the sun approach for this support with the Service Delivery teams. Drive Root Cause Analysis (RCA) and ensure permanent corrective actions are implemented to prevent recurrence.

7. Service Improvement Identify and champion continuous service improvement initiatives (CSI) within the supported divisions, focusing on optimizing efficiency, reducing costs, and increasing user satisfaction.

8. Vendor Management Collaborate with our vendor management office to monitor external providers' performance against contractual obligations affecting divisional services.

9. Financial Management Oversee service budgeting and cost-effectiveness for divisional IT services, ensuring transparency and value.

Quantitative KPIs: Percentage of Critical (P1/P2) Incidents resolved within target SLA. P1 Recurrence Rate (Incidents with the same RCA within 90 days). Minutes Lost (ML) due to IT/OT Incidents (Divisional)

Qualitative KPIs: Divisional Stakeholder Satisfaction (DSAT) Score. Number of validated CSI (Continuous Service Improvement) initiatives driven to completion. Effectiveness of Service Review Meetings (SRMs).

Internal Relationships: Senior business leadership, business working teams as needed Technology development teams and technical specialists. Cross-functional stakeholders

External Relationships: External partners and technology vendors

Requirements: Bachelor's degree in a relevant field (e.g. Engineering, Computer Science) or equivalent experience. Strong background in the ITIL framework, with ITIL 4 Foundation certification highly preferred. Minimum 7+ years of progressive experience in IT Service Management or Service Delivery, preferably in a multinational or globally distributed environment. Demonstrable track record of successfully managing complex, high-priority escalations and maintaining high client satisfaction scores. Proven experience supporting a manufacturing, logistics, or highly technical industrial environment is a significant advantage. Proficiency with modern IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Helix) and processes. Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical stakeholders. Strong cross-cultural communication and influence skills. Ability to manage without direct authority across various geographies. Excellent analytical and problem-solving skills, with the ability to resolve complex operational issues. Familiarity with IT governance and compliance frameworks such as ISO 27001, PCI-DSS and related standards is a plus. Creative thinker with a proactive, can-do attitude and a service-oriented mindset.

HOYA Group: Founded in 1941 in Tokyo, Japan, HOYA Corporation is a global technology and med-tech company and a leading supplier of innovative high-tech and medical products. HOYA’s divisions and business units research and develop products utilized in the healthcare and information technology fields. In the healthcare field, we provide medical device products such as eyeglasses, medical endoscopes, contact and intraocular lenses, orthopedic implants, surgical/therapeutic devices and medical device reprocessing and disinfection solutions. In the information technology field, we provide products such as optical lenses, photomasks and blanks used in the manufacturing process for semiconductor and LCD/OLED devices, text-to-speech, human resources and other software solutions and critical components for the mass memory and cloud storage industries. With over 150 offices and subsidiaries worldwide, HOYA currently employs a multinational workforce of 37,000 people.

HOYA Vision Care: As a global leader in optical technology, HOYA Vision Care is dedicated to providing innovative vision care solutions for every stage of a patient’s life. A steadfast partner to Eye Care Professionals around the world, it stands at the forefront of optical excellence. With a global presence, consisting of 43 laboratories and a growing team of 20,000 employees, HOYA Vision Care delivers innovative lenses and other vision care solutions to millions of people in 110 countries.

We focus on a better tomorrow, today. You can become part of our story. HOYA Vision Care is the place where you can act according to your strengths and evolve according to your aspirations. It’s a place where you can shape the way you work, guided by our CLEAR Values, and empowered by generations of expertise. You can get involved in our sustainability initiatives and choose to become a One Vision ambassador. You can give back the gift of sight to people all over the world by deciding to work with us.

We welcome people who challenge us to become better, who share our sense of purpose and who embrace growth so that our vision and mission align. We invite you to find out more, and together we can continue to provide vision for a lifetime.

Driven by a passion for partnership as well as innovation, HOYA has been a partner to Eye Care Professionals for over 75 years, enabling them to give people the greatest gift, the gift of vision. We provide Eye Care Professionals with the lenses, consultation solutions and other services that help them to develop their practice while changing the way people see the world. We see them as visionaries, and everything we do is for them. Founded in Japan in 1941, today, HOYA has a presence in over 80 countries across the globe.