Head of IT Service Management - #1092812

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 Head of Service Management has global responsibility for driving strategic direction, operational excellence, and innovation within the Service Management subfunction. This role ensures alignment with broader digital technology goals and contributes to the organization's overall success.

Major Responsibilities

Global Service Desk Management

• Establish, implement, and operate a global Service Desk function, ensuring efficient incident and service request management across multiple regions.
• Define and maintain robust procedures, processes, and standards to ensure consistency, quality, and responsiveness of the Service Desk.
• Monitor, evaluate, and continuously improve Service Desk performance metrics to exceed user satisfaction benchmarks.

Service Integration and Management (SIAM)

• Develop and implement the SIAM strategy, including governance frameworks and service integration processes.
• Lead cross-functional collaboration with multiple internal and external service providers to ensure seamless integration and optimized performance.
• Oversee service provider performance, ensuring adherence to SLAs and KPIs, resolving escalations, and managing continuous improvement initiatives.

Operational Excellence

• Optimize processes and workflows for efficient operation.
• Oversee resource allocation, budgeting, and financial management.
• Implement best practices to enhance service delivery and support.
• Develop and manage service level agreements (SLAs) to ensure consistent service quality.

Innovation and Technology Advancement

• Stay updated with technological trends and innovations.
• Champion the adoption of emerging technologies.
• Leverage automation and AI to improve service efficiency and reduce manual intervention.
• Adopt and integrate ITSM tools for better service management and reporting.

Team Leadership and Development

• Build and lead a high-performing team.
• Provide mentorship and professional development opportunities.
• Set clear goals and assess performance.
• Foster a culture of continuous learning and professional development within the team.
• Encourage cross-functional collaboration to enhance service delivery and innovation.

Stakeholder Engagement

• Collaborate with internal and external stakeholders.
• Develop strong relationships to support project delivery.
• Persuade senior managers of the benefits of change.
• Act as an escalation point for business stakeholders, ensuring their needs are met and issues are resolved promptly.
• Build strong relationships with vendors and external partners to enhance service capabilities.

Risk Management

• Identify and mitigate risks.
• Ensure compliance with regulations and standards.
• Develop contingency plans.
• Implement robust risk management frameworks to identify, assess, and mitigate risks.
• Ensure compliance with data security and privacy regulations.

Performance Monitoring and Reporting

• Establish KPIs and metrics.
• Prepare regular reports for senior management.
• Utilize advanced analytics to monitor service performance and identify areas for improvement.
• Regularly review and update KPIs to reflect changing business needs and priorities.

Internal & External Relationships

• Align goals with business leadership.
• Collaborate with cross-functional teams.
• Engage with industry forums for best practices.

Key Deliverables

Quantitative KPIs

• Number of successful implementations of infrastructure projects.
• Net Promoter Score from business stakeholders and employees.
• Service uptime and availability metrics.
• Incident resolution times and first-call resolution rates.

Qualitative KPIs

• Effectiveness of infrastructure projects.
• Contribution to the Digital function and organizational objectives.
• Development of high-potential IT talent.
• Efficiency of subfunction resources.
• Customer satisfaction scores and feedback.
• Employee engagement and retention rates within the service management team.

Qualifications

Education/Training Qualifications

• Bachelor's degree in a relevant field; Master's degree or MBA preferred.
• Relevant certifications in leadership, change management, ITIL, COBIT, or other ITSM frameworks.

Experience

• Minimum of 15 years in senior leadership roles involving complex organizational transformations.
• Proven track record in leading change programs with a focus on IT service management.
• Expertise in influencing strategic decisions among senior managers.
• Experience with ITSM tools such as ServiceNow, BMC, or similar platforms.