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IT Service Manager

Date:  Dec 29, 2021
Brand:  EyeMed Vision Care

Mason, OH, US, 45040

Requisition ID: 529981 
Total Rewards: Benefits/Incentive Information


There’s more to EyeMed than meets the eye. EyeMed is the fastest growing managed vision benefits company in the country with consistent double-digit membership growth! Through our commitment to innovation, we’re reimagining the way employers and their employees think about vision care. We want them to see life to the fullest and experience more of what’s best, not more of the same.  And if what’s best hasn’t been done yet, it’s our exceptional and passionate employees driving this change. But, our passion for vision isn’t just about vision insurance benefits. Our employees are proud to support and participate in life-altering global and local missions through our partnership with OneSight, a leading not-for-profit organization with a 100% focus on eradicating the world’s vision crisis.


Your family says a lot about who you are. EyeMed is a key member of the Luxottica family of companies, global leaders in the design, manufacture and distribution of fashion, luxury and sports eyewear.  In North America, Luxottica is the home to global brands Ray-Ban, Oakley and many top fashion house brands.  Our leading retail brands include LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical.


If you’re passionate about driving innovation and change and interested in a career in the optical and insurance industry, EyeMed wants to start the conversation and help provide you a growth-focused opportunity with America’s fastest growing vision benefits company.


The IT Service Manager will oversee our internal IT processes to improve business performance and outcomes through better IT support practices. This role will serve as the advocate for continual improvement in how IT operates and supports our services. They will define, enhance, and/or drive process change within the Incident Management, Problem Management, Change Management, and Service Level Management areas



  • Oversee IT service procedures and ensure they are followed for Incident Management and Response in any event that may cause an interruption in service
  • Implement process to ensure software versions and maintenance agreements are up to date
  • Notify clients of Critical & High incidents that impact client services to determine course of action to restore services
  • Notify Account Managers of events affecting the performance of client services per the agreed upon Performance Guarantees
  • Review with Account Management and/or attend monthly governance meetings for company specific systems integrations so to review potential impact to performance of services
  • Generate monthly Service Management reports and/or dashboards providing visibility to all performance incidents for the prior month, service level metrics & performance, and the release schedule including highlights of all pending scheduled releases that may impact client services
  • Facilitate working sessions with appropriate teams to define process and/or improvements in execution, tracking, and measuring of defined SLAs to improve the service availability
  • Implement processes to track and measure agreed upon SLA measures, including Service Availability, Business hours of Operation; Service Availability, Maintenance Hours; Supplier Site Response Time; Incident Response Time; Change Management Failures; Mean time between failures
  • Facilitate incident or problem root cause investigations, driving the implementation of corrective and preventative measures across all application teams, and ensuring all Critical & High incidents are resolved and documented
  • Initiate actions to fix potential interruptions to services that have been identified during proactive analysis of the IS infrastructure



  • Bachelor’s degree or equivalent work experience
  • 5+ years or experience in IT service maintenance
  • Experience defining and optimizing IT Processes
  • Very good Verbal and Written communication skills
  • IT background to help facilitate technical discussions with technical resources



  • Understanding of ITIL concepts and processes
  • Likes to drive change across the organization
  • Builds and leverage relationships to be advocate and change agents
  • IT Metric and Measure definition experience

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.

Nearest Major Market: Cincinnati

Job Segment: Manager, Change Management, Management

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