Title:  IT Operations Manager

Title: IT Operations Manager

Location: Southfield, MI, US

Job Type: Full-time with Benefits  

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Summary

At MSX we exist to empower movers and makers to thrive in an ever-changing world, by harnessing our expertise and creativity to deliver an exceptional service powered by technology and innovative solutions.

The Regional IT Operations Manager is responsible for delivering IT services to both MSXi’s internal teams and external customers. Collaborating closely with Global teams in the Cloud, Network, End User Technology, Information Security, and Product & Engineering competencies, this role ensures uninterrupted IT service delivery. The Regional IT Operations Manager drives the achievement of objectives set out by the CTO organization by leading technology teams. Additionally, close collaboration with the Global Head of Infrastructure & Operations (I&O) to deliver a frictionless IT customer experience and support continual service improvement.

Key Activities and Responsibilities

• Oversee daily service delivery, ensuring adherence to SLAs and KPIs
• Lead incident and problem management activities, resolving IT issues promptly
• Drive continuous service improvement, develop and manage a service improvement roadmap, identifying and implementing process enhancements
• Manage IT resources effectively, including personnel, infrastructure, and budget efficiency
• Develop and maintain strong customer relationships and collaborate with business units
• Manage relationships with external IT partners and service providers
• Ensure IT services comply with security standards and regulatory requirements
• Maintain documentation and provide regular reports on service performance
• Oversee change mcalbers' professional development through training and mentoring
• Manage and maintain a 5-year Product Lifecycle Roadmap for all technical infrastructure services (in partnership with Regional IT Operations Manager (Europe), and Enterprise Architecture leads)
• Manage and measure all elements of the supplier service, making sure that services have assured contracts, defined SLAs, agreed KPIs, and provide active management of contracts and any associated budgets, in order to ensure the necessary level of support for the business at all times

Ideal Education/Specific Qualifications/Certifications

• A bachelor's degree in a field such as information technology, computer science, or business administration serves
• ITIL Service Management qualifications (ITIL v3/v4)

Ideal Experience, Knowledge & Skills (What abilities should they have?)

• Strong leadership and team management skills are essential for leading IT teams and fostering collaboration
• Effective communication skills, both technical and non-technical which are crucial for interacting with MSX stakeholders and service customers, and conveying complex information clearly
• Detailed knowledge and practical experience of IT service management frameworks such as ITIL (Information Technology Infrastructure Library) is critical for implementing best practices and optimising service delivery processes
• Proficiency in problem-solving and critical thinking is necessary to address complex service issues and ensure service quality and efficiency
• Financial acumen and attention to detail is valuable for budget management, resource allocation, and cost-effective service solutions
• Knowledge of Cyber Security practices and regulatory compliance is vital to safeguard sensitive data and maintain security standards
• Experience of working with Global, geographically diverse teams and off-shore service partners

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience. 

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