Service Delivery Manager – Americas

HOYA Surgical Optics

Service Delivery Manager optimizing mission-critical IT services for HOYA, a global technology and med-tech company. Managing stakeholders, escalations, SLAs, risk, vendors, budgets, and continuous service improvement across divisions.

Posted 8/18/2026full-timeLewisville • Texas • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, focusing on relationship building, risk management, and service performance monitoring. Proficient in ITIL practices and capable of driving continuous service improvement in complex environments.

Highest-signal resume keywords

ITIL FrameworkITIL 4 Foundation CertificationIT Service Management ToolsServiceNowBMC Helix

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementRisk ManagementService Performance MonitoringCapacity PlanningRoot Cause AnalysisService BudgetingSLA AdherenceOLAs MonitoringContinuous Service ImprovementEscalation Management

Soft Skills

Exceptional CommunicationInterpersonal SkillsCross-Cultural CommunicationAnalytical SkillsProblem-Solving Skills

Certifications & Qualifications

ITIL 4 Foundation Certification

Industry Keywords

ManufacturingLogisticsIT GovernanceCompliance FrameworksISO 27001PCI-DSS

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Build and maintain relationships with divisional leadership and business stakeholders
Act as the trusted IT partner and communicate service performance
Conduct regular service reviews focused on value contributions and risk mitigation
Drive adoption of global IT standards, processes, and tools across assigned divisions
Identify and manage IT service risks and maintain the risk register
Oversee demand intake and prioritization aligned with business objectives
Collaborate on capacity planning for critical services
Ensure new services and major application deployments are operationally supportable
Provide mandatory sign-off on support model readiness before go-live
Monitor and report adherence to SLAs and OLAs
Escalate high-priority incidents impacting divisional operations
Drive root cause analysis and permanent corrective actions
Champion continuous service improvement initiatives
Monitor external providers' performance against contractual obligations
Oversee service budgeting and cost-effectiveness for divisional IT services

Requirements

What you’ll need

Bachelor's degree in a relevant field such as Engineering or Computer Science, or equivalent experience
Strong background in the ITIL framework
ITIL 4 Foundation certification highly preferred
Minimum 7+ years of progressive experience in IT Service Management or Service Delivery
Experience preferably in a multinational or globally distributed environment
Track record managing complex, high-priority escalations and maintaining high client satisfaction scores
Experience supporting a manufacturing, logistics, or highly technical industrial environment is a significant advantage
Proficiency with modern IT Service Management tools such as ServiceNow or BMC Helix and ITSM processes
Exceptional communication and interpersonal skills
Ability to convey technical concepts to non-technical stakeholders
Strong cross-cultural communication and influence skills
Ability to manage without direct authority across various geographies
Excellent analytical and problem-solving skills
Familiarity with IT governance and compliance frameworks such as ISO 27001 and PCI-DSS is a plus
Creative, proactive, can-do, and service-oriented mindset

Benefits

Comp & perks

No specific benefits, perks, or compensation extras are stated in the posting.