IT Service Delivery & Support Lead

JOIN THE TEAM THATS POWERING PROGRESS

Building cities. Driving commerce. Fueling Progress. For over 100 years Allison has powered the vehicles and technology that move our world forward.

What powers us Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today were driving progress everywhere because we employ top talent both the Allison Transmission and Allison Off-Highway Drive and Motion Systems business units our team strives to Improve the Way the World Works.

Learn more about this role and how you can begindriving your career forward!

Benefits:

The below list features some of the benefits currently available. Eligibility may be subject to the terms and conditions of governing documents and available benefits may be subject to change at the companys discretion.

• Choice of medical plans with prescription coverage

• Employer HSA contribution

• Dental & Vision Insurance

• Paid Parental Leave

• Short & Long-Term Disability

• Other voluntary benefits including: Critical Illness Hospital Indemnity Identity Theft Protection and Pet Insurance

• 401K with generous Company match & contribution

• Accrued Paid Time Off

• 12 Paid Holidays 1 Floating Holiday

• Robust employee wellness program

• Tuition assistance program

Job Description:

Job Description:

The position is responsible for the strategy delivery and continuous improvement of the organizations IT support service management and end-user experience capabilities. This role provides end-to-end ownership of IT service operations ensuring reliable service delivery mature ITSM practices and a positive consistent experience for employees.

The role partners closely with Infrastructure Security Applications and business leaders to align IT services with business needs while driving operational excellence scalability and customer satisfaction.

Key Responsibilities:

Lead and oversee global IT support operations including service desk command center and advanced support functions.

Ensure effective incident escalation coordination and communication particularly during major incidents and service disruptions.

Establish clear operating models escalation paths and support standards across the organization.

Ensure support services are reliable responsive and aligned to business expectations.

Establish and continuously mature the organizations IT service management capabilities to ensure reliable predictable and business-aligned service delivery. This includes defining governance standards and accountability across the full service lifecycle improving operational discipline and ensuring services are designed delivered and supported in a consistent and measurable way.

Ensure ITSM processes are standardized governed and aligned to industry best practices.

Drive adoption data quality and operational effectiveness of ITSM tools and processes.

Oversee end-user support services including hardware and software lifecycle management troubleshooting and advanced support.

Ensure consistent service quality across locations roles and user populations including executive and VIP support.

Partner with Security and Infrastructure teams to ensure compliance security and reliability of end-user devices.

Champion a customer-focused approach to IT support and service delivery.

Define and manage service performance metrics SLAs OLAs and KPIs across IT support and ITSM functions.

Monitor service health trends and risks using data to drive decisions and improvements.

Own IT experience feedback mechanisms including surveys and user sentiment analysis.

Provide executive-level reporting on service performance and improvement initiatives.

Lead IT training and user education programs to improve adoption self-service and productivity.

Establish and maintain a continual service improvement framework to identify prioritize and deliver service enhancements.

Identify opportunities for automation self-service and simplification to improve efficiency and scalability.

Support organizational change related to new services tools and processes.

Build and lead high-performing teams with a culture of accountability collaboration and continuous improvement.

Partner with business and IT leaders to understand needs and translate them into effective IT services.

Manage relationships with vendors and service providers to ensure performance and value.

Serve as a trusted advisor on IT service delivery operational risk and user experience.

Required Qualifications

Bachelors degree in Information Technology or related field (or equivalent experience).

10 years of experience in IT operations service management or end-user services.

Strong knowledge of IT service management principles and best practices.

Experience leading enterprise or global IT support organizations.

Proven ability to improve service quality operational maturity and user satisfaction.

Excellent leadership communication and stakeholder management skills.

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age race color sex religion creed national origin disability sexual orientation gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information please contact us at .

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.