Global IT Service Delivery Lead

Hoya Vision Care; Lewisville (TX); On-site; USD 110,000 - 145,000; Full time

Job summary

Hoya Vision Care seeks a Service Delivery Manager to ensure optimal delivery and quality of IT services across divisions. You will align IT offerings with business needs, monitor SLAs, and drive continuous service improvement while mitigating risk.

This senior role connects the Group Digital organization with divisional units to support production continuity. The role requires 7+ years in IT service management, strong communication, and experience with IT governance in a multinational setting.

Qualifications

• Bachelor's degree or equivalent; strong IT service management background.
• ITIL-based governance experience with preferred ITIL 4 Foundation.
• Proven ability to manage complex escalations and stakeholder expectations.

Responsibilities

• Stakeholder relationship management with divisional leadership and key business stakeholders.
• Act as trusted IT partner, manage expectations and communicate service performance clearly.
• Conduct regular service reviews with feedback loops on value and risk.
• Drive global process harmonization across divisions while respecting local variance.
• Proactively identify IT service risks and manage risk registers with the CoE team.
• Collaborate on capacity planning with Infrastructure and Technical Leads.
• Ensure service design and transition with operational supportability and sign-off.
• Monitor and report SLA/OLA adherence across divisions and service towers.
• Escalate high-priority incidents, drive RCA and permanent corrective actions.
• Champion CSI initiatives to improve efficiency, reduce costs, and satisfaction.
• Coordinate with vendor management to monitor external providers' performance.
• Oversee budgeting and cost-effectiveness for divisional IT services.

Skills

ITIL Framework

ITIL 4 Foundation

Service Delivery

Stakeholder Management

Cross-functional Collaboration

ISO 27001 awareness

Problem Solving

Communication Skills

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Job description

Hoya Vision Care seeks a Service Delivery Manager to ensure optimal delivery and quality of IT services across divisions. You will align IT offerings with business needs, monitor SLAs, and drive continuous service improvement while mitigating risk.

This senior role connects the Group Digital organization with divisional units to support production continuity. The role requires 7+ years in IT service management, strong communication, and experience with IT governance in a multinational setting.