Service Delivery Manager - IT - Mobility & Services Group

Delphi   •  

Las Vegas, NV

Industry: Automotive.

  •  

11 - 15 years

Posted 236 days ago

This job is no longer available.

Moving Mobility Forward
Aptiv is making mobility real. We're at the forefront of solving mobility's toughest challenges. We have the people, experience, know-how and confidence to turn ideas into solutions. Solutions that move our world from what's now to what's next, while connecting us like never before. To us, nothing is impossible when you have the people with the passion to make anything possible. Mobility has the power to change the world, and we have the power to change mobility.

Join our Innovative Team
Want to do more than just imagine the ways our world will move tomorrow? Here's your opportunity. Join the technology company that's transforming the future of mobility today.

About Aptiv
Aptiv is a global technology company that develops safer, greener and more connected solutions, which enable the future of mobility. Headquartered in Gillingham, England, Aptiv has 147,000 employees and operates 14 technical centers, as well as manufacturing sites and customer support centers, in 45 countries. Visit aptiv.com

About this position

The role of the Service Delivery Manager is to ensure effective, integrated IT service for all assigned sites. This position is responsible for managing the delivery of day-to-day Aptiv operational support and end-to-end management of minor enhancements working with IT staff and service provider resources. The site-specific services include integrated applications, hosting, end-user computing, network and security services. This position will work closely with the Client Strategy Team in maintaining effective working relationships with the local business clients at the site, country, and region levels.

To match the ongoing business needs of our clients and achieve a higher degree of client intimacy, this position will support the establishment and execution of a performance management capability that delivers the right level of IT and client collaboration to solve performance outages and deliver required business capabilities.

Responsibilities and duties

  • Manage integrated IT services for their assigned sites, working with service providers’ resources—coach, counsel and mentor suppliers as required to provide effective integrated services
  • Understand, for each business unit, what their overall business plans are and the role each site has in achieving those objectives
  • For each critical system at a site, understand the business requirements and manage the delivery of services to meet expectations
  • 20% travel to other west-coast locations
  • Develop strong collaborative IT, supplier and business working relationships to ensure effective IT services
  • Work to ensure the clients’ site budgets are achieved
  • Engage IT strategic teams to manage business client operational escalations
  • Associate each of the IT responsibilities to a client’s business objectives for the site, country, and region
  • Establish and maintain regular communications with business clients regarding local IT service activities
  • Maintain the Global Site List (GSL) and business site contact information required for IT services at assigned sites
  • Oversee site incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions.
  • Manage each incident to its successful conclusion following the performance management framework
  • Work with Supplier and Service Management to ensure that IT service providers are performing to contractual deliverables at the sites.
  • Manage Service Requests and Managed Requests, including request initiation, requirements, approval, prioritization, scheduling and execution
  • Maintain the demand forecast for Service Requests and Managed Requests
  • Manage business escalations to resolve IT operational issues and incidents and business client complaints
  • Prioritize IT services work within the assigned sites and keep a working log of top issues and status
  • Ensure effective IT change management execution, following the ITIL framework and Aptiv standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations
  • Understand the local and regional legal requirements and, on behalf of the client, act as the focal point for the execution of queries, audit, and other formal governance processes
  • Provide local support for Business Continuity and Disaster Recovery Planning, coordination and testing activities, as requested
  • Work with service providers for effective problem management activities
  • Supportother IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions
  • Execute IT financial processes for provisioning of services, including creation of purchase requisitions, purchase orders, appropriation request approvals, invoice review and approval, and invoice payment performance
  • Process local standard IT requests, such as eRequest order approvals, as required
  • Analyze the metrics provided by the suppliers for service delivery effectiveness, as required by the underlying contract and Client Satisfaction Surveys, and as otherwise appropriate; recommend improvement actions
  • Develop and deploy local IT service improvements according to global best practices
  • Oversee site level requirements to eliminate trailing costs for infrastructure and application services impacted by site divestitures and wind downs
  • Actively participate in the IT Challenge process
  • Align relevant IT services with the needs of the business and work to continuously improve the quality and cost of services delivered
  • For Change Management:
    • Ensure service provider involvement, ownership, and delivery in change activity
    • Participate in the regional Change Approval Board (CAB) meeting
    • Conduct expedited approval process for urgent / emergency changes

Basic qualifications

  • Bachelor’s degree in computer science/engineering or information systems
  • 10+ years of relevant work experience
  • Relevant experience in a managed services environment
  • General knowledge of IT service delivery for applications, global hosting, end user computing, and networking
  • Strong knowledge of supplier management and integration of services
  • Proven ability to make sound and logical judgments
  • Proven ability to prioritize and execute tasks in a high-pressure environment, and make sound decisions in emergency situations
  • Able to present ideas in user-friendly language
  • Highly self-motivated and directed with attention to detail
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment

Preferred Qualifications:

  • Masters or advanced degree is a plus
  • Demonstrated experience in addressing and solving IT and business issues
  • Proven ability to make sound and logical judgments
  • Strong interpersonal, written, and oral communication skills
  • Outstanding time management skills
  • Experience working in a team-oriented, collaborative environment