Job Details
**Service Delivery Manager**
Auburn Hills - Michigan - USA
Sep 08, 2021
Full time
R2021-5117
BorgWarner is a global product leader in powertrain solutions. We focus on developing leading powertrain technologies that improve fuel economy, emissions, and performance. Our facilities are located across the globe to provide local support for our diverse customer base.
BorgWarner is a company of independent thinkers who share a passion for the latest vehicle technology, enjoy working in a fast-paced, collaborative environment, and desire to play a key role in transforming the transportation landscape.
We engage this talented group of employees with meaningful work, amazing technologies, world-class facilities, and a culture that respects diversity and rewards excellence. Its an atmosphere that fosters personal growth and allows you to propel your career to the next level.
**POSITION SUMMARY**
This position is located at BorgWarners World Headquarters in Auburn Hills, MI.
The Service Delivery Manager is primarily responsible for overall delivery of infrastructure IT services to a region of BorgWarner. The Service Delivery Manager manages customer expectations/needs and utilizes IT metrics/scorecards/reporting to communicate between the business and technical community. The Service Delivery Manager must be able to effectively work with other IT Service Teams as well as the different functional areas with the locations of their region. Works closely with site application owners and Business Relationship Managers (BRMs) in aligning infrastructure services to the business.
**KEY ACCOUNTABILITIES**
* Manages the regional Service Delivery functions which include the Service Desk and IT Governance (ITIL, PMO, Financials)
* Has special focus on managing our Client Technicians to deliver to the expected service-demand of our sites
* Manages service delivery of IT Infrastructure services at multiple locations
* Establishes and manages the regional IT Service Catalog
* Establishes and manages the regional IT Service Level Agreements
* Builds IT service relationship with customers/BRMs
* Ensure quality services are performed to the agreed SLA
* Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
* Provide reports on an agreed schedule (or on request), including management and financial performance reports
* Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes
* Establishes and implements short and long term strategies to deliver services to customers within reasonable schedules and budgets
* Connects the business to technology
* Communicates and manages the regional Budget, Chargeback, and Allocation model
* Executes vendor-management - managing suppliers in/and outsourcing contracts
* Drives ITIL framework throughout IT organization including:
+ Incident/problem management
+ Change management
+ Service Level management
+ Financial management
**EDUCATION/EXPERIENCE Minimum Qualifications**
* BA/BS Computer Science or related field
* 10 years working in Information Technology
* Experience with ITIL framework certification is a plus
* Excellent Program/Project management skills
* Demonstrable experience of working in a Service Delivery management capacity
* Experience working with Automotive Sector/Organizations
* Strong communications skills needed to interface with high-level customer representatives
* Communication development for IT and Non-IT leadership
* Experienced in business case / ROI development
* Experienced in functional and technical specification design
* Strong priority setting and planning skills
* Ability to publicly represent the company and department with internal and external clients
* Ability to use own judgment and initiative in problem resolution
* ITIL
* Root-Cause Analysis
**KEY COMPETENCIES**
* Customer Focus
* Informing
* Listening
* Priority Setting
* Problem Solving
* Process Management
* Functional/Technical Skills
* Drive for Results
* Action Oriented
* Dealing with Ambiguity
**SAFETY**
This position will adhere to Global Star Safety Program, including safety rules, practices and training as outlined in the BorgWarner Safety Policy Manual, which includes the use of equipment, protective devices, or clothing that the employer requires. This individual will work in manners that stress the importance of preventing accidents and illnesses. He/she must take every precaution reasonable in the given circumstance for the protection of themselves and coworkers. In addition, he/she is responsible for reporting all injuries and/or possible dangerous situations, incidents, or occurrences to the immediate supervisor.
**EQUAL EMPLOYER OPPORTUNITY STATEMENT**
BorgWarner 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**
BorgWarner does provide sponsorship for employment visa status based on business need. However, for this role, applicants must be currently authorized to work in the United States on a full-time basis.
**NO UNAUTHORIZED REFERRALS FROM RECRUITERS & VENDORS:**
Please note that BorgWarner and any of its affiliated companies does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to BorgWarner will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before the unsolicited resume or offer is received.
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