IT Service Management Toolset Lead

ABOUT US

PHINIA: Advancing sustainability today, powering a cleaner tomorrow.

PHINIA is a diversified industrial supplier and global leader in the development of fuel systems, electrical systems, and aftermarket solutions, with a strong portfolio of trusted brands that includes DELPHI®, DELCO REMY®, and HARTRIDGE™. With over 100 years of manufacturing expertise and industry relationships, PHINIA has approximately 12,500 talented employees and over 40 locations in 20 countries and is headquartered in Auburn Hills, Michigan, USA. Read More

JOB PURPOSE

PHINIA is seeking an IT Service Management (ITSM) Toolset Lead to own, enhance, and optimize PHINIA’s global ITSM platform(s) and related workflows. This role ensures that ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalents) deliver robust, standardized, and scalable service delivery capabilities across Incident, Request, Problem, Change, CMDB, Knowledge, and Asset processes. The Lead will partner with Service Desk, Infra, Apps, Security, and SIAM partners to drive platform governance, automation, and continuous improvement.

KEY RESPONSIBILITIES

Key Responsibilities

- Own and manage PHINIA’s global ITSM platform-including configuration, administration, module ownership, continuous improvement, and long-term roadmap planning aligned to ITSM maturity.
- Lead the design, optimization, and rollout of ITSM modules such as Incident, Request, Problem, Change, CMDB, Knowledge, Asset, Service Catalog, and future capabilities (Experience Management, Service Operations Workspace, Automation Engine).
- Drive automation-first operations, developing workflows, rules, orchestration, and end‑to‑end automated fulfillment using ITSM automation engines, integration hubs, and low‑code/no‑code tooling.
- Establish and maintain ITSM configuration standards, governance models, reusable templates, and best practices to ensure consistent global adoption.
- Partner with Service Desk, Infrastructure, Applications, Security, and SIAM providers to ensure ITSM processes, workflows, and data align with PHINIA’s ITIL and operational governance models.
- Coordinate platform upgrades, enhancements, regression testing, and feature deployments; ensure seamless adoption and operational readiness across teams.
- Ensure CMDB health and accuracy, managing discovery integrations, service mapping, CI relationships, dependency mapping, and lifecycle governance.
- Build and maintain dashboards, analytics, and real‑time performance insights across SLAs, MTTR, backlog health, change risk, and experience-level indicators (XLAs).
- Manage integrations between the ITSM platform and enterprise systems such as
- monitoring/observability tools, identity and access platforms, endpoint tools, security systems, automation engines, and cloud services.
- Support compliance and audit requirements via tool-based controls, access governance, immutable logs, approval flows, and standardized reporting.
- Identify and lead toolset improvement opportunities, including AI‑assisted support, virtual agents/chatbots, automated triage, sentiment analysis, and predictive analytics for operations.
- Ensure effective knowledge transfer with MSPs, internal teams, and global stakeholders; maintain knowledge articles, runbooks, and training documentation.
- Evaluate emerging ITSM capabilities, AI/automation features, and modern practices to keep PHINIA’s service management ecosystem future-ready.

What we’re looking for

- 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.

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

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

NO UNAUTHORIZED REFERRALS

PHINIA does not accept unsolicited resumes from recruitment agencies or third-party vendors. Any recruitment partnership must be approved in writing by Human Resources before candidate submissions are made.

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