Service Desk and Change Management Lead

ABOUT US

PHINIA: Advancing sustainability today powering a cleaner tomorrow.

PHINIA is an independent market-leading premium solutions and components provider with over 100 years of manufacturing expertise and industry relationships with a strong brand portfolio that includes DELPHI DELCO REMY and HARTRIDGE. With over 12500 employees across 43 locations in 20 countries PHINIA is headquartered in Auburn Hills Michigan USA.

At PHINIA we Provide fuel systems electrical systems and aftermarket products and solutions of the highest quality developed and manufactured responsibly that are designed to enhance efficiency and reduce the environmental impact of vehicles industrial machinery and other doing so we contribute to a cleaner tomorrow treat our people and surrounding communities with respect and hold ourselves accountable to robust ethical standards.

Our Culture

PHINIA promotes and cultivates an inclusive culture and diverse perspectives strives to maintain its reputation for excellence thrives on the power of collaboration and fosters the development of our talented employees. We believe in making a positive impact through our business and actions and we take our collective responsibility seriously.

Career Opportunities

We believe in building a brighter tomorrow for our employees as well as our customers and encourage you to learn about our long history strong culture new technologies and future vision. We offer a strong local presence and interesting global opportunities. Join us on this shared journey toward a brighter tomorrow.

JOB PURPOSE

KEY RESPONSIBILITIES

Key Responsibilities

• Lead daily operations of the global PHINIA Service Desk ensuring consistent highquality Tier 1 support and strong digital employee experience.

• Govern SLAs KPIs XLAs and operational scorecards; ensure service performance meets or exceeds expectations.

• Define and continuously refine escalation paths workflows and shiftleft strategies to expand Tier 1 resolution capabilities through automation and knowledge improvements.

• Drive continual improvement of the Knowledge Base ensuring content is current searchable AIready and aligned with PHINIAs selfservice strategy.

• Analyze incidents and request trends using dashboards and AIOps insights to identify recurring issues root causes and improvement opportunities.

• Oversee Incident Management and Problem Management processes ensuring effective crossteam collaboration timely containment and highquality rootcause analysis.

• Partner with SIAM service providers to ensure operational governance process adherence and unified delivery across global service partners.

• Lead communications with MSPs internal teams leadership and end users during operational issues major incidents and service disruptions.

• Build dashboards and operational reports to provide leadership with insights on performance risk trends and continuous service improvement.

• Collaborate with Infrastructure Applications Security and Workplace teams to ensure operational readiness for new services deployments and changes.

• Drive adoption of automation AIassisted support virtual agents and digital experience monitoring tools to enhance service efficiency.

• Govern the endtoend Change Management process in alignment with PHINIAs ITSM framework SIAM governance and risk controls.

• Receive validate categorize and assess RFCs for business impact technical risk testing readiness and deployment feasibility.

• Prepare CAB materials circulate RFCs to stakeholders and ensure the right representation based on technical/business impact.

• Chair Regional and Enterprise CAB meetings driving structured discussions approvals and informed decisionmaking.

• Facilitate urgent/emergency change pathways (eCAB) ensuring rapid yet controlled approvals where required.

• Maintain and communicate the Forward Schedule of Change (FSC) to ensure visibility conflict reduction and business alignment.

• Oversee change testing deployment scheduling dependency checks rollback planning and postimplementation reviews.

• Maintain change logs metrics dashboards and compliance documentation; provide insights on change quality risk stability and success rates.

• Ensure adherence to audit SOX ISO 27001 and internal governance requirements through standardized tool workflows and approval processes.

• Support ITSM tool enhancements automation workflows and integration of new capabilities aligned with PHINIAs digital strategy.

What were looking for

• Bachelors degree in computer science Information Systems Engineering or related field

• 610 years of experience managing or administering ITSM platforms in a global enterprise environment.

• Strong hands-on experience with ServiceNow Jira Service Management or a similar enterprise ITSM platform.

• Deep understanding of ITIL processes (Incident Problem Change Request CMDB Knowledge).

• Experience with workflow automation catalog design and platform scripting/configuration.

• Strong knowledge of CMDB modeling discovery service mapping and configuration governance.

• Experience integrating ITSM tools with monitoring identity endpoint and cloud platforms.

• Familiarity with SIAM operating models and ITIL-driven service delivery environments

• Strong communication and stakeholder collaboration skills.

• Ability to lead cross-functional initiatives and manage vendor delivery.

• Analytical mindset with strong problem-solving and documentation skills

• ServiceNow Certified System Administrator (CSA) or equivalent.

• ITIL Foundation (required); ITIL Intermediate/Practice Manager (preferred).

• Agile/Scrum certifications - plus

WHAT WE OFFER

We provide compensation and benefits programs intended to attract motivate reward and retain an incredibly talented globally diverse workforce at all levels within our organization. Our compensation programs are informed by market data and business needs and we are committed to providing equitable and competitive compensation. We are committed to providing our team with quality and competitive benefit programs including health and well-being resources family-centric policies and an agile workplace program where not precluded by collective bargaining agreements or national statutory plans. Plans are benchmarked for competitiveness and value.

We provide formal development opportunities at all levels and stages of employee careers. These opportunities are delivered in a variety of formats to make our portfolio of solutions agile sustainable and scalable to support our employees in developing the skills needed to succeed.

WHAT WE BELIEVE

• Product Leadership - Innovation that brings value to our customers

• Humility - Seeking out diverse perspectives and working collaboratively

• Inclusivity - Recognizing our differences makes us stronger; we are bold and intentional

• Net-Zero - Committed to energy efficiency waste reduction and beneficial reuse

• Integrity - Taking responsibility for our decisions and doing what is right

• Accountability - Taking ownership of our actions and driving results

SAFETY

You will consistently hear us say Safety First! We are committed to continually improving our strong safety performance supporting the health and wellness of our employees!

We also believe employee health and safety is everyones responsibility. We encourage safety learning and collaboration to help employees understand and follow applicable safety policies standards and procedures and identify opportunities to minimize or eliminate risk. Work is expected to be conducted in a manner that stresses the importance of preventing incidents and illnesses including attending all required safety meetings and trainings. It is expected that all incidents near misses and unsafe conditions are immediately reported to the direct manager Human Resources or Safety Representative.

EQUAL EMPLOYMENT OPPORTUNITY

PHINIA is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race color age religion sex sexual orientation gender identity/expression national origin disability or protected veteran status.

VISA SPONSORSHIP

PHINIA does provide sponsorship for employment visa status based on business need. However for this role applicants must be currently authorized to work on a full-time basis in the country where the position is currently based.

NO UNAUTHORIZED REFERRALS FROM RECRUITERS & VENDORS

Please note that PHINIA does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to PHINIA will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services which must be agreed upon before the unsolicited resume or offer is received.

GLOBAL TERMS OF USE AND PRIVACY STATEMENT

Carefully read the PHINIA Privacy Policy before using this website. Your ability to access and use this website and apply for a job at PHINIA are conditioned on your acceptance and compliance with these terms.

Please access the linked document by clicking here select the geographical area where you are applying for employment and review.

Before submitting your application you will be asked to confirm your agreement with the terms.

Career Scam Disclaimer:

PHINIA makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by PHINIA. Applicants should never provide their national ID numbers birth dates credit card numbers bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact PHINIA through PHINIAs website to verify the authenticity of any employment opportunities.

Advancing sustainability today powering a cleaner tomorrow. Join us on this shared journey to a brighter tomorrow. For more information about PHINIA please visit .