Service Desk And Change Management Lead

Service Desk & Change Management Lead

PHINIA is seeking a Service Desk & Change Management Lead to oversee global Tier 1 Service Desk operations and lead enterprise-wide Change Management processes. This role partners closely with PHINIA's Managed Service Providers, SIAM partners, and internal IT teams to ensure fast, reliable incident/request resolution and disciplined governance of change activities. The lead will drive operational excellence, improve service workflows, strengthen ITSM practices, and enhance user experience while supporting PHINIA's growing global IT ecosystem and digital transformation agenda.

Key Responsibilities

• Lead daily operations of the global PHINIA Service Desk, ensuring consistent, high‑quality Tier 1 support and strong digital employee experience.
• Govern SLAs, KPIs, XLAs, and operational scorecards; ensure service performance meets or exceeds expectations.
• Define and continuously refine escalation paths, workflows, and shift‑left strategies to expand Tier 1 resolution capabilities through automation and knowledge improvements.
• Drive continual improvement of the Knowledge Base, ensuring content is current, searchable, AI‑ready, and aligned with PHINIA's self‑service strategy.
• Analyze incidents and request trends using dashboards and AIOps insights to identify recurring issues, root causes, and improvement opportunities.
• Oversee Incident Management and Problem Management processes, ensuring effective cross‑team collaboration, timely containment, and high‑quality root‑cause analysis.
• Partner with SIAM service providers to ensure operational governance, process adherence, and unified delivery across global service partners.
• Lead communications with MSPs, internal teams, leadership, and end users during operational issues, major incidents, and service disruptions.
• Build dashboards and operational reports to provide leadership with insights on performance, risk, trends, and continuous service improvement.
• Collaborate with Infrastructure, Applications, Security, and Workplace teams to ensure operational readiness for new services, deployments, and changes.
• Drive adoption of automation, AI‑assisted support, virtual agents, and digital experience monitoring tools to enhance service efficiency.
• Govern the end‑to‑end Change Management process in alignment with PHINIA's ITSM framework, SIAM governance, and risk controls.
• Receive, validate, categorize, and assess RFCs for business impact, technical risk, testing readiness, and deployment feasibility.
• Prepare CAB materials, circulate RFCs to stakeholders, and ensure the right representation based on technical/business impact.
• Chair Regional and Enterprise CAB meetings, driving structured discussions, approvals, and informed decision‑making.
• Facilitate urgent/emergency change pathways (eCAB), ensuring rapid yet controlled approvals where required.
• Maintain and communicate the Forward Schedule of Change (FSC) to ensure visibility, conflict reduction, and business alignment.
• Oversee change testing, deployment scheduling, dependency checks, rollback planning, and post‑implementation reviews.
• Maintain change logs, metrics, dashboards, and compliance documentation; provide insights on change quality, risk, stability, and success rates.
• Ensure adherence to audit, SOX, ISO 27001, and internal governance requirements through standardized tool workflows and approval processes.
• Support ITSM tool enhancements, automation workflows, and integration of new capabilities aligned with PHINIA's digital strategy.

What we're looking for

• Bachelor's degree in computer science, Information Systems, Engineering, or related field
• 6–10+ years of experience managing or administering ITSM platforms in a global enterprise environment.
• Strong hands-on experience with ServiceNow, Jira Service Management, or a similar enterprise ITSM platform.
• Deep understanding of ITIL processes (Incident, Problem, Change, Request, CMDB, Knowledge).
• Experience with workflow automation, catalog design, and platform scripting/configuration.
• Strong knowledge of CMDB modeling, discovery, service mapping, and configuration governance.
• Experience integrating ITSM tools with monitoring, identity, endpoint, and cloud platforms.
• Familiarity with SIAM operating models and ITIL-driven service delivery environments
• Strong communication and stakeholder collaboration skills.
• Ability to lead cross-functional initiatives and manage vendor delivery.
• Analytical mindset with strong problem-solving and documentation skills
• ServiceNow Certified System Administrator (CSA) or equivalent.
• ITIL Foundation (required); ITIL Intermediate/Practice Manager (preferred).
• Agile/Scrum certifications - plus

What We Offer

We provide compensation and benefits programs intended to attract, motivate, reward, and retain an incredibly talented, globally diverse workforce at all levels within our organization. Our compensation programs are informed by market data and business needs, and we are committed to providing equitable and competitive compensation. We are committed to providing our team with quality and competitive benefit programs, including health and well-being resources, family-centric policies, and an agile workplace program, where not precluded by collective bargaining agreements or national statutory plans. Plans are benchmarked for competitiveness and value.

We provide formal development opportunities at all levels and stages of employee careers. These opportunities are delivered in a variety of formats to make our portfolio of solutions agile, sustainable, and scalable to support our employees in developing the skills needed to succeed.

What We Believe

• Product Leadership - Innovation that brings value to our customers
• Humility - Seeking out diverse perspectives and working collaboratively
• Inclusivity - Recognizing our differences makes us stronger; we are bold and intentional
• Net-Zero - Committed to energy efficiency, waste reduction and beneficial reuse
• Integrity - Taking responsibility for our decisions and doing what is right
• Accountability - Taking ownership of our actions and driving results

Safety

You will consistently hear us say Safety First! We are committed to continually improving our strong safety performance supporting the health and wellness of our employees!

We also believe employee health and safety is everyone's responsibility. We encourage safety learning and collaboration to help employees understand and follow applicable safety policies, standards, and procedures and identify opportunities to minimize or eliminate risk. Work is expected to be conducted in a manner that stresses the importance of preventing incidents and illnesses, including attending all required safety meetings and trainings. It is expected that all incidents, near misses, and unsafe conditions are immediately reported to the direct manager, Human Resources, or Safety Representative.

Equal Employment Opportunity

PHINIA 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

PHINIA does provide sponsorship for employment visa status based on business need. However, for this role, applicants must be currently authorized to work on a full-time basis, in the country where the position is currently based.

No Unauthorized Referrals from Recruiters & Vendors

Please note that PHINIA 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 PHINIA 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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