Service Architect (ESM Platform)

Hoya; Makati; On-site; PHP 1,500,000 - 2,200,000; Full time

Job summary

Hoya in Makati, Philippines, seeks a Service Architect to design, govern, and optimize Enterprise Service Management services. You will align services with business goals, ensure reliability, and drive continuous improvement across architecture, delivery, and support teams.

You will define standards for the ESM platform, monitor health via SLAs/KPIs, manage the service lifecycle, and champion regulatory compliance with risk management.

Qualifications

• Bachelor's degree in IT, CS or related field.
• Minimum 5-7 years experience in IT service management or architecture, with ESM focus.

Responsibilities

• Define and maintain service architecture standards for the ESM platform, ensuring alignment with business strategy and future needs.
• Collaborate with stakeholders to design and evolve services that deliver long-term business value and support transformation objectives.
• Integrate service design principles into solution development and delivery processes.
• Monitor service health by tracking incidents, problems, and availability to maintain operational stability.
• Drive proactive measures to prevent service degradation and ensure resilience.
• Oversee planning, maintenance, upgrades, and retirement of services in alignment with business priorities.
• Validate operational readiness for new or reimagined services before go-live.
• Develop and execute transition plans to move services from project delivery into BAU support structures.
• Work closely with operations, technical support, and vendors to resolve issues and maintain service continuity.
• Act as a trusted advisor to business stakeholders, ensuring service capabilities support transformation objectives.
• Facilitate communication between architecture, delivery, and support teams to ensure seamless service integration.
• Ensure adherence to regulatory, security, and governance standards across all services.
• Maintain accurate documentation of service architecture, processes, and compliance requirements.
• Assess and mitigate risks associated with service changes and new implementations.
• Identify opportunities for AI optimization and implement enhancements to improve service quality and efficiency.
• Champion user-centric service experience and advocate for innovation in service delivery.
• Stay informed on industry best practices and emerging technologies to future-proof services.

Skills

ITIL v4

Service performance management

Regulatory compliance

Cross-cultural communication

Stakeholder management

Analytical thinking

Communication skills

Problem solving

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

BMC Helix

Job description

Founded in 1941 in Tokyo, Japan, Hoya is a global med-tech company, and a leading supplier of innovative high-tech and medical products. Hoya is active in the fields of healthcare and information technology providing eyeglasses, medical endoscopes, intraocular lenses, optical lenses as well as key components for semiconductor devices, LCD panels and HDDs. With about 160 offices and subsidiaries worldwide, Hoya currently employs a multinational workforce of about 38,000 people.

About the Role

The Service Architect is responsible for designing, governing, and optimizing services delivered through the Enterprise Service Management (ESM) platform. This role blends strategic service design with operational oversight, ensuring services are reliable, user-centric, and aligned with business objectives and transformation goals. The Service Architect drives continuous improvement, ensures compliance, and collaborates across teams to deliver long-term value and operational excellence.

Responsibilities

• Define and maintain service architecture standards for the ESM platform, ensuring alignment with business strategy and future needs.
• Collaborate with stakeholders to design and evolve services that deliver long-term business value and support transformation objectives.
• Integrate service design principles into solution development and delivery processes.

Service Performance & Health

• Monitor service health by tracking incidents, problems, and availability to maintain operational stability.
• Drive proactive measures to prevent service degradation and ensure resilience.

Service Lifecycle Management

• Oversee planning, maintenance, upgrades, and retirement of services in alignment with business priorities.
• Validate operational readiness for new or reimagined services before go-live.
• Develop and execute transition plans to move services from project delivery into BAU support structures.

Collaboration & Stakeholder Engagement

• Work closely with operations, technical support, and vendors to resolve issues and maintain service continuity.
• Act as a trusted advisor to business stakeholders, ensuring service capabilities support transformation objectives.
• Facilitate communication between architecture, delivery, and support teams to ensure seamless service integration.

Governance, Compliance & Risk Management

• Ensure adherence to regulatory, security, and governance standards across all services.
• Maintain accurate documentation of service architecture, processes, and compliance requirements.
• Assess and mitigate risks associated with service changes and new implementations.
• Identify opportunities for AI optimization and implement enhancements to improve service quality and efficiency.
• Champion user-centric service experience and advocate for innovation in service delivery.
• Stay informed on industry best practices and emerging technologies to future-proof services.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 5-7 years of experience in IT service management, architecture, or related roles, with a focus on ESM platforms.

Required Skills

• Strong knowledge of ITSM principles and frameworks (ITIL v4 preferred).
• Expertise in service performance management, SLAs, and KPIs.
• Experience in regulatory compliance and risk management.
• ESM Platform related certifications.
• Proficiency with modern ESM tools (e.g., ServiceNow, BMC Helix) and processes.
• Demonstrable track record of successfully managing implementing services within the ESM platform.
• Exceptional communication and interpersonal skills, with the ability to challenge, convince and advise 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 involving architecture or systems.