Service Delivery Manager- Asia

Hoya; Makati; On-site; PHP 1,800,000 - 2,400,000; Full time

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.

Skills

ITIL

Stakeholder management

Service delivery

Risk management

Quality assurance

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

ITSM tools

Job description

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.

Stakeholder Relationship Management

• Build and maintain strong, credible relationships with Divisional/Business 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.

Global Process Harmonization

• Drive the adoption of global IT standards, processes, and tools across assigned divisions/business, while respecting local regulatory and business variance.

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.

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

Service Improvement

• Identify and champion continuous service improvement initiatives (CSI) within the supported divisions, focusing on optimizing efficiency, reducing costs, and increasing user satisfaction.
• Collaborate with our vendor management office to monitor external providers' performance against contractual obligations affecting divisional services.
• Oversee service budgeting and cost-effectiveness for divisional IT services, ensuring transparency and value.

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 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 (such as Thai, Mandarin or Japanese) to effectively collaborate with regional stakeholders and support cross-border service delivery.
• Strong cross-cultural communication, interpersonal and influencing skills, with the ability to manage without direct authority across geographies and convey technical concepts clearly to non-technical stakeholders.
• Excellent analytical and diagnostic skills, with the ability to assess service issues, identify root causes and drive sustainable corrective actions.
• Proven ability to lead high-priority service escalations, coordinate cross-functional teams and maintain stakeholder confidence and customer satisfaction during critical incidents.
• Proficiency with modern IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Helix) and processes.
• Familiarity with IT governance and compliance frameworks such as ISO 27001, PCI-DSS, SOC and related standards is a plus.
• Creative thinker with a proactive, can-do attitude and a service-oriented mindset.
• Willingness to travel across within ASEAN countries as required for regional alignment & support.