Service Delivery Manager- Americas

Service Delivery Manager

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.