10037 - Sr. Manager, IT Service Management

The selected Sr. Manager, IT Service Management (ITSM) is responsible for leading and governing core ITSM functions across Service Desk operations, Change Management, Problem Management, Incident Operations Center (IOC), IT Asset Management (ITAM), and IT Operations Management (ITOM). This role drives enterprise-wide service delivery excellence, process maturity, and continuous improvement aligned to ITIL best practices. The Sr. Manager partners with IT leadership, service owners, and business stakeholders to ensure reliable, scalable, and high-quality IT services, while advancing automation, standardization, and operational efficiency.

Key Responsibilities:

ITSM Leadership & Governance

• Provide strategic oversight and governance across all ITSM processes, ensuring alignment with business objectives and ITIL standards.
• Define and implement ITSM roadmap, maturity model, and continuous improvement initiatives.
• Establish KPIs, SLAs, and operational dashboards; drive accountability across service owners and support teams.
• Lead cross-functional stakeholder engagement to ensure consistent service delivery and process adherence.
• Coordinate closely with HQ and global IT teams to align on enterprise-wide ITSM standards, initiatives, and continuous improvement efforts.
• Mentor, coach, and develop direct reports.

Incident Management & Incident Operations Center (IOC)

• Oversee enterprise Incident Management, including 24/7 Incident Operations Center functions.
• Ensure rapid incident response, coordinated resolution, and executive-level communication for high-priority incidents.
• Drive continuous improvement through incident trend analysis and service resilience initiatives.
• Establish and enforce incident standards, escalation protocols, and communication frameworks.

Problem Management

• Lead Problem Management lifecycle including RCA, known error management, and preventive measures.
• Ensure effective identification of systemic issues and implementation of corrective and preventive actions (CAPA).
• Monitor problem trends and measure effectiveness of resolutions.
• Govern documentation standards and audit readiness across all problem records.

Change Management

• Own the enterprise Change Management process, including CAB governance and change risk management.
• Ensure all changes are assessed, approved, scheduled, and implemented with minimal business disruption.
• Monitor and improve change success rates and enforce compliance.
• Drive adoption of standard changes and automation to streamline execution.

• Oversee Service Desk operations and service request fulfillment.
• Enforce Service Desk performance metrics including SLA/SLO adherence and customer satisfaction.
• Optimize tiered support model and escalation processes.
• Drive self-service, knowledge base maturity, and user experience improvements.

IT Operations Management (ITOM)

• Oversee integration of ITOM capabilities such as event management, discovery, service mapping, and monitoring into ITSM workflows.
• Enhance alignment of incident, problem, and change processes with real-time operational data and alerts.
• Drive proactive and predictive operational models leveraging monitoring and analytics tools.
• Collaborate with infrastructure and cloud teams to ensure visibility and control across hybrid environments.

IT Asset Management (ITAM)

• Manage the full lifecycle of IT assets (HW and SW), ensuring accurate inventory tracking.
• Oversee IT asset cost optimization and identify savings opportunities.
• Ensure compliance with applicable regulations and internal policies.
• Own and deliver asset reporting to finance and executive leadership.

Process Automation & Continuous Improvement

• Lead automation strategy across ITSM service towers leveraging AI/ML capabilities.
• Conduct regular process and vendor performance audits and drive improvements.
• Develop and maintain SOPs, runbooks, and governance documentation.
• Drive improved integrations between the ITSM platform and related enterprise systems to enhance data accuracy, reporting, and end-to-end service visibility.

• Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience).
• 12+ years of IT experience with 5+ years in ITSM leadership roles.
• Strong experience managing Incident, Problem, Change, and Service Desk operations.
• Experience overseeing Incident Operations Center (IOC) or NOC.
• Expertise in ServiceNow or equivalent ITSM tools.
• Strong knowledge of ITIL frameworks; ITIL v4 certification required (Foundation minimum, Managing Professional or higher preferred).
• Excellent leadership, analytical, and communication skills.
• Ability to operate in a fast-paced, multi-affiliate environment.
• Occasional on-call support may be required.

• Passion for Technology: We are enthusiastic about emerging technologies and their potential to transform the automotive industry. 
• Agility: We work in an agile environment, adapting quickly to changes and continuously improving our processes. 
• Teamwork: We believe in the power of teamwork and collaboration, supporting each other to achieve common goals. 
• Growth: We prioritize personal and professional growth, offering opportunities for learning and development. 
• Inclusivity: We maintain an inclusive culture where diverse perspectives are valued and everyone feels welcome. 

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