IT Service Delivery & Support Lead

JOIN THE TEAM THAT’S 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, we're driving progress everywhere because we employ top talent worldwide. In 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 begin driving 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 company’s 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 organization’s 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 organization’s 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