Director, Service Desk & Incident Management

About US:

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Director, Service Desk and Incident Management is a strategic and operational leader responsible for overseeing a function composed of both managers and individual contributors, driving the development and execution of strategy, roadmaps, policies, processes, and KPIs to ensure high-quality service delivery across the enterprise. This role leads staffing strategy, budget and financial management, and resource allocation while providing daily direction, coaching, mentoring, and technical guidance to the team. As a member of the Technology Extended Senior Leadership team, the Director collaborates on enterprise IT strategy, organizational development, and cross-functional process improvement. The position is specifically accountable for the enterprise IT Service Desk and Incident Management functions, serving as the primary point of contact for end-user support and ensuring effective triage, resolution, and communication of all incidents and service requests, while maintaining strong service performance and user experience standards. This role requires comprehensive knowledge of IT service management principles and related functional practices.

Essential Duties and Responsibilities:
• Demonstrate leadership with strong technical and domain expertise; recruit, develop, and lead a high-performing team through coaching, mentoring, and example, while managing hiring, performance, career development, succession planning, and compensation.
• Define and execute the Service Desk and Incident Management strategy and roadmap in alignment with business and IT strategy, enterprise architecture, and security/compliance standards.
• Oversee day-to-day Service Desk operations across all tiers, ensuring timely triage, resolution, and communication of incidents and service requests in alignment with SLAs and OLAs.
• Establish, implement, and continuously improve ITIL-aligned processes, including Incident, Problem, Change, and Request Management; lead major incident response, executive communications, and post-incident reviews.
• Develop, manage, and report on budgets, SLAs, and KPIs (e.g., FCR, MTTR, CSAT, ticket aging), driving accountability and continuous service improvement.
• Lead proactive problem management by analyzing trends, identifying root causes, and partnering cross-functionally to prevent recurring issues and improve service stability.
• Collaborate with technology teams, business partners, and vendors to deliver scalable, high-quality solutions; ensure adherence to architecture standards, security, privacy, and compliance requirements.
• Drive innovation through automation, self-service, AI-driven support, and knowledge management to enhance user experience and reduce ticket volume.
• Approves proposed project plans to ensure projects are in line with established IT standards and processes
• Perform additional duties as assigned as business needs evolve.

Qualifications and Competencies Required To perform this job successfully: An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Puts people first: Focuses on meeting the needs, developing the potential, and supporting the well-being of others before personal gain or authority.
• Leads through service and influence: Builds trust and impact by modeling humility, empathy, and integrity—guiding others by example rather than control.
• Develop and execute functional strategies aligned with IT and organizational goals; establish clear objectives, monitor performance, and drive accountability to achieve business outcomes while adapting to changing conditions.
• Lead and manage team performance by setting priorities, planning resources, delegating effectively, and fostering a results-driven environment with a strong sense of urgency and accountability.
• Analyze problems, interpret data, and implement timely, effective solutions; apply sound judgment and maintain composure when managing complex or sensitive situations.<