IT Service Management Toolset 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 an IT Service Management (ITSM) Toolset Lead to own, enhance, and optimize PHINIA's global ITSM platform(s) and related workflows. This role ensures that ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalents) deliver robust, standardized, and scalable service delivery capabilities across Incident, Request, Problem, Change, CMDB, Knowledge, and Asset processes. The Lead will partner with Service Desk, Infra, Apps, Security, and SIAM partners to drive platform governance, automation, and continuous improvement.

Responsibilities

• Own and manage PHINIA's global ITSM platform-including configuration, administration, module ownership, continuous improvement, and long-term roadmap planning aligned to ITSM maturity.
• Lead the design, optimization, and rollout of ITSM modules such as Incident, Request, Problem, Change, CMDB, Knowledge, Asset, Service Catalog, and future capabilities (Experience Management, Service Operations Workspace, Automation Engine).
• Drive automation-first operations, developing workflows, rules, orchestration, and end‑to‑end automated fulfillment using ITSM automation engines, integration hubs, and low‑code/no‑code tooling.
• Establish and maintain ITSM configuration standards, governance models, reusable templates, and best practices to ensure consistent global adoption.
• Partner with Service Desk, Infrastructure, Applications, Security, and SIAM providers to ensure ITSM processes, workflows, and data align with PHINIA's ITIL and operational governance models.
• Coordinate platform upgrades, enhancements, regression testing, and feature deployments; ensure seamless adoption and operational readiness across teams.
• Ensure CMDB health and accuracy, managing discovery integrations, service mapping, CI relationships, dependency mapping, and lifecycle governance.
• Build and maintain dashboards, analytics, and real‑time performance insights across SLAs, MTTR, backlog health, change risk, and experience-level indicators (XLAs).
• Manage integrations between the ITSM platform and enterprise systems such as
• monitoring/observability tools, identity and access platforms, endpoint tools, security systems, automation engines, and cloud services.
• Support compliance and audit requirements via tool-based controls, access governance, immutable logs, approval flows, and standardized reporting.
• Identify and lead toolset improvement opportunities, including AI‑assisted support, virtual agents/chatbots, automated triage, sentiment analysis, and predictive analytics for operations.
• Ensure effective knowledge transfer with MSPs, internal teams, and global stakeholders; maintain knowledge articles, runbooks, and training documentation.
• Evaluate emerging ITSM capabilities, AI/automation features, and modern practices to keep PHINIA's service management ecosystem future-ready.

Requirements

• 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 scripti

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