Global IT Service Delivery Lead (CSI & Risk)

Hoya

Makati

On-site

PHP 1,800,000 - 2,400,000

Full time

4 days ago

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Job summary

HOYA is seeking a senior Service Delivery Manager to ensure optimal delivery and quality of critical IT services across the group. This role links the Group Digital organization with divisional business units, ensuring service offerings meet demanding business needs.

You will oversee governance adherence, CSI initiatives, and risk mitigation to support HOYA's global manufacturing and commercial objectives. The role requires stakeholder engagement across multiple regions and a 'follow the sun'

Qualifications

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 12 years of progressive experience in IT Service Management or Service Delivery, preferably in a multinational or globally distributed environment.
Minimum 8 years of direct experience in a global manufacturing organization managing Shared IT Services.
Fluency in English and at least 1 other Asian language to effectively collaborate with regional stakeholders.
Strong cross-cultural communication and ability to influence without authority across geographies.

Responsibilities

Build and maintain credible relationships with Divisional/Business leadership and key stakeholders.
Ensure alignment between IT service offerings and business requirements; drive CSI and cost transparency.
Monitor SLAs/OLAs, sign off on support models, and escalate major incidents.
Lead RCA and permanent corrective actions; drive service reviews and performance feedback loops.
Drive global process harmonization and coordinate with Infrastructure and Tech Leads on capacity planning.