Manager IT - Global Service Desk Operations
Manager IT - Global Service Desk Operations
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1 Vacancy
Job Description
At AAM the POWER is in our people. We believe that an equitable and inclusive workplace benefits everyone and that the diversity of our Associates drives creativity and innovation. Our global team is made of dreamers doers and innovators who are Delivering POWER for a safer brighter and more sustainable tomorrow.
Job Posting Title
Manager IT - Global Service Desk OperationsJob Description Summary
We are seeking a highly experienced and strategic Global IT Service Desk Operations Manager to lead and optimize our global IT support operations. This role is critical in ensuring the delivery of high-quality consistent and efficient IT support services across all regions. The ideal candidate will bring a strong background in ITIL-based service management global team leadership and continuous improvement within a fast-paced manufacturing-driven environment.Job Description
Lead and manage the Global IT Service Desk partner relationship.
Develop and implement Global Service Desk strategies aligned with business and IT objectives.
Drive a culture of customer service excellence and continuous improvement.
Oversee global service desk management ensuring SLAs and KPIs are consistently met.
Monitor performance trends and escalations.
Ensure 24/7 support coverage through effective workforce planning and shift management.
Establish and maintain ITIL-based processes (Incident Request Problem Knowledge Management).
Lead root cause analysis and implement corrective actions for recurring issues.
Collaborate with regional IT teams infrastructure cybersecurity and application support groups.
Act as the escalation point for critical incidents and major service disruptions.
Provide regular reporting and insights to senior leadership on service performance.
Partner with service provider to evaluate and implement tools to enhance service desk efficiency (AI chatbots remote support tools etc.).
Ensure compliance with security policies data privacy regulations and audit requirements.
Required Skills and Education
Bachelors degree in information technology Computer Science or related field (or equivalent experience).
8 years of IT support experience with at least 3 years in a global leadership role.
Preferred Skills and Education
Experience in a Tier 1 automotive or manufacturing environment is highly desirable.
ITIL v4 Foundation (preferred); ITIL Intermediate or Expert (preferred).
Additional certifications (e.g. PMP Six Sigma COBIT) are a plus.
Proven leadership and team-building skills in a global multicultural environment.
Strong analytical problem-solving and decision-making abilities.
Excellent communication and interpersonal skills.
Proficiency with ITSM platforms reporting tools and Microsoft 365 suite.
About AAM:
As a leading global Tier 1 Automotive and Mobility Supplier AAM designs engineers and manufactures Driveline and Metal Forming technologies to support electric hybrid and internal combustion vehicles. Headquartered in Detroit with over 80 facilities in 18 countries we are Bringing the Future Faster for a safer and more sustainable tomorrow. To learn more visit .
Why Join #TeamAAM:
As a member of #TeamAAM youll get to make a difference on day one. From your first day with us youll have the opportunity to grow embrace challenges build your skills and bring your authentic self to work every day all while helping to shape the future of mobility for AAMand the world.
AAM will not discriminate against any Associate or applicant for employment because of age race color gender religion weight height marital status sexual orientation genetic history or information gender identity or expression disability protected veteran status national origin or other characteristic protected by law. AAM will take affirmative action to ensure that applicants are employed and that Associates are treated equally during employment without regard to their age race color gender religion weight height marital status sexual orientation genetic history or information gender identity or expression disability protected veteran status national origin or other characteristic protected by law. For the Disabled Job Seeker: We offer reasonable accommodations for qualified disabled individuals who are applicants for employment. To request assistance or accommodations please e-mail AAM is an equal opportunity/affirmative action employer.Required Experience:
Exec
Employment Type
Full-Time
