Service Desk and Change Management Lead

About the role

PHINIA: Advancing sustainability today, powering a cleaner tomorrow. PHINIA is an independent, market-leading, premium solutions and components provider with over 100 years of manufacturing expertise and industry relationships, with a strong brand portfolio that includes DELPHI®, DELCO REMY® and HARTRIDGE™. With over 12,500 employees across 43 locations in 20 countries, PHINIA is headquartered in Auburn Hills, Michigan, USA. At PHINIA, we Provide fuel systems, electrical systems, and aftermarket products and solutions of the highest quality - developed and manufactured responsibly - that are designed to enhance efficiency and reduce the environmental impact of vehicles, industrial machinery, and other applications. In doing so, we contribute to a cleaner tomorrow, treat our people and surrounding communities with respect, and hold ourselves accountable to robust ethical standards. Our Culture PHINIA promotes and cultivates an inclusive culture and diverse perspectives, strives to maintain its reputation for excellence, thrives on the power of collaboration, and fosters the development of our talented employees. We believe in making a positive impact through our business and actions, and we take our collective responsibility seriously. Career Opportunities We believe in building a brighter tomorrow for our employees as well as our customers and encourage you to learn about our long history, strong culture, new technologies, and future vision. We offer a strong local presence and interesting global opportunities. Join us on this shared journey toward a brighter tomorrow. JOB PURPOSE 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.

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 a

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