Service Desk and Change Management Lead

* Lead daily operations of the global PHINIA Service Desk, ensuring consistent, high‐quality 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 shift‐left strategies to expand Tier 1 resolution capabilities through automation and knowledge improvements.* Drive continual improvement of the Knowledge Base, ensuring content is current, searchable, AI‐ready, and aligned with PHINIA’s self‐service 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 cross‐team collaboration, timely containment, and high‐quality root‐cause 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, AI‐assisted support, virtual agents, and digital experience monitoring tools to enhance service efficiency.* Govern the end‐to‐end Change Management process in alignment with PHINIA’s 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 decision‐making.* 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 post‐implementation 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 PHINIA’s digital strategy.* Bachelor’s degree in computer science, Information Systems, Engineering, or related field* 6–10+ 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**CAREER OPPORTUNITIES**We manage talent as seriously as we manage our businesses and encourage you to learn about our proud history, strong culture, technologies and future vision. We offer a strong local presence and interesting global opportunities. Start your future with PHINIA now!Join the PHINIA team and be a part of an industry-leading company in fuel systems, aftermarket distribution, and combustion technologies. As we drive the transition to alternative fuels and hydrogen combustion, we're seeking talents who want to have a positive impact on the future of transportation. Established relationships with global OEMs and a focus on balanced and synergistic exposure among multiple markets, PHINIA is the place to be.”
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