IT Service Operations Manager

What you will do

This position reports directly to the USA IT Regional Leader and will lead and own the USA and Canada IT Service Operations team deployed throughout the USA.  This team services the onsite manufacturing plant operations IT needs, focuses on customer experience, identifies and implements improvements to service operations.  This leader will serve as the key IT business partner to the manufacturing regional operations leadership.  The IT Service Operation team goal is to make sure that IT services are delivered effectively and efficiently. This includes the fulfilling of user requests, providing user training, resolving IT service failures, fixing problems, gaining customer feedback, identifying and implementing improvement “efforts” or “enhancements” to improve service operations. 

How you will do it

• Person is accountable to build a comprehensive IT service operations approach to improve the internal customer service experience for our plants across the United States. 
• This role will be responsible for and manage L1.5 application support, plant systems, deskside services, walk-up support, etc
• Oversee the administration of vendor and consultant contracts and service agreements
• Lead, train, develop, and motivate a group of highly skilled and technical workers
• Manage the purchasing of efficient and cost-effective technological equipment and assets
• Analyze business objectives and initiatives and makes recommendations for the improvement of infrastructure and business systems
• Analyze the business requirements of all Clarios offices and departments to determine their technology needs and to ensure functionality and efficiency
• Troubleshoot and resolve potential system and network problems
• Communicate with executives and department heads regarding business initiatives
• Position the Clarios IT organization to embrace and support emerging customer service needs

Performance and Operation Excellence

• Establish departmental customer focused metrics/goals and objectives; report departments accomplishments and plans on regular basis
• Create process and governance for service operation how to better serve our customers and implement improvements to the services we provided.
• Establish a dashboard to measure the performance for incidents in three main focused areas how we are performing.
• Find ways and explore opportunities with Infrastructure and Operation services how to reduce the incident tickets to the reasonable level through education or automation or AI
• Perform an annual customer satisfaction survey to the plants to measure our effectiveness and take actions.
• Serve as a key IT business partner to the regional operation leadership in support of the continuous improvement
• Establish a KPI dashboard to measure service requests from the users/employees and perform analysis together with Infrastructure and Applications services if additional resources are needed, knowledge of know-how needs to be strengthened and automation/AI can help to reduce the ticket and improve customer/user experiences.
• Identify opportunity to reduce the TCO of tickets and translate the saving to improve value realization to the operation.
• Enforce and be a key business communicator role in the MIM process.

Infrastructure

• Work with End User Compute and Collaboration on how to use the tools that we are available to create materials, train the users for adoption and technology enablement.
• Partner with End User Compute, Collaboration and Digital IT how we can improve the self-service and digital/mobile first concept can be applied and rolled out.
• Review jointly with Infrastructure  services how to improve SLA and what services we offered as part of performance and operation excellence guidelines.

Application Support Structure (Process and L1.5 Helpdesk)

• Work with COE with each application tower on how to improve service level agreement in each plant and HQ on tickets and service requests with the benchmark identified
• Collaborate with COE teams to analyze the tickets how to reduce the tickets and improve customer satisfaction through education or automation or AI
• Establish an effective structured team and process on leveraging L1.5 Service desk in application to support business
• Help train and create a platform to make it easier for the users to learn and optimize business processes and automation

Plant systems

• Implement the plant system requirements according to the global plant system governance and standard to the region

What we look for

Required

• 10+ years of experience in the field of Information Technology
• Proven experience as I