About HOYA
Founded in 1941 in Tokyo, Japan, Hoya is a global med-tech company, and a leading supplier of innovative high-tech and medical products. Hoya is active in the fields of healthcare and information technology providing eyeglasses, medical endoscopes, intraocular lenses, optical lenses as well as key components for semiconductor devices, LCD panels and HDDs. With about 160 offices and subsidiaries worldwide, Hoya currently employs a multinational workforce of about 38,000 people.
Job Purpose:
A Service Integration and Management (SIAM) Specialist acts as the central coordinator for multi-supplier IT environments, ensuring consistent service delivery, performance, and alignment with business goals. Key responsibilities include managing vendor SLA compliance, governing incident/problem resolution, driving continuous process improvement, and implementing knowledge management frameworks.
Key Responsibilities:
- Supplier/Vendor Governance: Monitoring, analyzing, and managing the service performance of multiple service providers against KPIs, OLAs, and contracted SLAs.
- Collaboration: Acting as a liaison between business users, internal teams, and external service providers to ensure, cohesive, high-quality service.
- Service Integration: Acting as the central point of control to coordinate services across diverse providers, ensuring seamless, end-to-end service delivery.
- Incident Management: Supervising the resolution of Incidents across the entire supplier ecosystem to minimize business impact. Ensure OLAs are observed between parties and stakeholders.
- Continuous Improvement: Identifying, developing, and implementing service management process enhancements to improve operational excellence.
- General Process/Practice Maturity responsibilities: Contribute to the maturity of the IT Service Management practices
Internal Relationships:
All relevant internal stakeholders.
External Relationships:
All relevant external stakeholders.
Education/Training Qualifications:
- Bachelor's degree in a relevant field (e.g., Business, Information Technology).
- ITIL Foundation level certification
- SIAM Foundation level certification
Skills and Qualification:
- 7+ years of experience in role or function in an organization in a multi-vendor environment.
- Ability to work under general direction and manage collaboration and service quality in complex, multi-provider, or cross-functional environments.
- Project management or project coordinator experience
- Knowledge: Strong understanding of two well-known Service Management and Governance frameworks (ITIL, SIAM, COBIT, CMMI, and so on).
- Soft skills: Strong communication, negotiation, and stakeholder management skills to influence vendors and internal teams.
