Service Owner - Connectivity & Network

HOYA HOLDINGS ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading global technology and med-tech company is looking for a Service Owner for Connectivity & Network in Singapore. This role is pivotal in managing and optimizing network-related IT services, ensuring alignment with organizational goals. Candidates should have extensive experience in IT service management, along with relevant certifications in networking and service management.

Qualifications

• 5–8 years of experience in IT service management or network operations.
• Strong knowledge of WAN, LAN, SD-WAN, VPN, and DNS.
• Proven ability to manage enterprise network services globally.

Responsibilities

• Define and manage network service strategy and delivery.
• Oversee day-to-day operations and incident resolution.
• Collaborate with internal and external stakeholders on network services.

Skills

Service Management

Network Operations

Incident Management

Stakeholder Engagement

Education

Bachelor’s degree in Information Technology

ITIL certification

Networking certifications (CCNP, CCIE, SD-WAN)

Job description

The Company

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.

The Position

The Service Owner for Connectivity & Network is responsible for the overall management and ownership of network-related IT services within the organization. This role plays a pivotal role in ensuring that connectivity and network services meet the needs and expectations of their users, align with business objectives, and deliver value to the organization. The Service Owner defines the network service strategy, manages service design and delivery, and acts as the primary point of contact for all network service-related matters.

Internal Relationships:

· Cross-functional IT Teams, service desk, end users: Collaborate on network service design, development, delivery, and operations.

External Relationships:

· Service Providers and Vendors: Collaborate for network service delivery and improvement.

· Industry Associations: Stay informed on network service trends and best practices.

Major Responsibilities

Service Strategy and Planning

· Develop and communicate a clear network service strategy, including objectives, scope, and goals.

· Align the network service strategy with the organization's business and IT objectives.

Service Design and Development

· Define the network service portfolio, including service offerings, service levels, and service catalog items.

· Collaborate with stakeholders to design and develop network services, ensuring they meet user needs and quality standards.

Service Delivery and Operations

· Oversee the day-to-day delivery and operation of network services.

· Monitor network service performance, availability, and reliability, taking proactive measures to ensure continuous improvement.

Service Ownership and Accountability

· Act as the primary point of contact and accountable owner for network services.

· Define and manage network service-related policies, standards, and procedures.

Service Governance and Compliance

· Ensure that network services comply with relevant industry regulations and internal policies.

· Manage network service risks and compliance requirements.

Stakeholder Engagement

· Collaborate with internal and external stakeholders, including service providers and vendors.

· Gather and prioritize user feedback and requirements to enhance network services.

Service Improvement

· Continuously identify opportunities for network service improvement and optimization.

· Drive network service enhancements based on feedback and performance analysis.

Incident Management

· Own the incident resolution for any network service issues, providing resolution or allocating it to relevant team members.

Financial Management

· Manage the budget and financial aspects of network services, including cost optimization and resource allocation.

Key Deliverables

Quantitative KPIs:

· Percentage adherence to network service uptime and availability SLAs.

· Percentage adherence to SLAs for resolution of network incidents.

· NPS for network services from end users.

· Network availability and performance against SLAs.

· Mean time to resolve (MTTR) and incident trends.

· Cost efficiency and contract adherence across network services.

· Delivery of network projects on time and within budget.

Qualitative KPIs:

· Effectiveness in implementing initiatives to improve the quality of network services.

Qualifications

Education/Training Qualifications:

· ITIL or relevant service management certification is preferred.

· Bachelor’s degree in Information Technology, Telecommunications, or a related field.

· Certifications in networking (e.g., CCNP, CCIE, SD-WAN), ITIL, or service management are highly desirable.

Experience:

· 5–8 years of experience in IT service management or network operations.

· Proven experience in managing enterprise network services across global locations.

· Strong knowledge of WAN, LAN, SD-WAN, VPN, DNS, and cloud connectivity models.