Full-Time
Senior Manager, IT Service Management
Updated on 9/4/2026
Hyundai Autoever America
Automotive IT and digital services
Compensation Overview
$175k - $190k/yr
Irvine, CA, USA
In Person
Five days on-site per week required.
Bachelor's
Category
 IT Operations |
|---|
Required Skills
ServiceNow
Machine Learning
Data Analysis
Requirements
- A bachelor's degree in IT, Computer Science, Business, or a related field, or equivalent experience, is required.
- At least 12 years of IT experience, including at least 5 years in IT service management leadership roles, is required.
- Strong experience managing Incident, Problem, Change, and Service Desk operations is required.
- Experience overseeing an Incident Operations Center or Network Operations Center is required.
- Expertise in ServiceNow or equivalent IT service-management tools is required.
- Strong knowledge of ITIL frameworks and ITIL v4 certification, with at least Foundation level, is required.
- The role requires leadership, analytical, and communication skills.
- The role requires the ability to operate in a fast-paced, multi-affiliate environment.
- Occasional on-call support may be required.
Responsibilities
- Provide strategic oversight and governance across all IT service-management processes, ensuring alignment with business objectives and ITIL standards.
- Define and implement the IT service-management roadmap, maturity model, and continuous-improvement initiatives.
- Establish key performance indicators, service-level agreements, and operational dashboards, and drive accountability across service owners and support teams.
- Lead cross-functional stakeholder engagement to ensure consistent service delivery and process adherence.
- Coordinate with headquarters and global IT teams to align on enterprise-wide IT service-management standards, initiatives, and continuous-improvement efforts.
- Mentor, coach, and develop direct reports.
- Oversee enterprise Incident Management, including 24/7 Incident Operations Center functions.
- Ensure rapid incident response, coordinated resolution, and executive-level communication for high-priority incidents.
- Drive continuous improvement through incident trend analysis and service-resilience initiatives.
- Establish and enforce incident standards, escalation protocols, and communication frameworks.
- Lead the Problem Management lifecycle, including root cause analysis, known-error management, and preventive measures.
- Ensure effective identification of systemic issues and implementation of corrective and preventive actions.
- Monitor problem trends and measure the effectiveness of resolutions.
- Govern documentation standards and audit readiness across all problem records.
- Own the enterprise Change Management process, including Change Advisory Board governance and change-risk management.
- Ensure all changes are assessed, approved, scheduled, and implemented with minimal business disruption.
- Monitor and improve change-success rates and enforce compliance.
- Drive adoption of standard changes and automation to streamline execution.
- Oversee Service Desk operations and service-request fulfillment.
- Enforce Service Desk performance metrics, including service-level agreement/service-level objective adherence and customer satisfaction.
- Optimize the tiered support model and escalation processes.
- Drive self-service, knowledge-base maturity, and user-experience improvements.
- Oversee integration of IT Operations Management capabilities such as event management, discovery, service mapping, and monitoring into IT service-management workflows.
- Enhance alignment of incident, problem, and change processes with real-time operational data and alerts.
- Drive proactive and predictive operational models leveraging monitoring and analytics tools.
- Collaborate with infrastructure and cloud teams to ensure visibility and control across hybrid environments.
- Manage the full lifecycle of hardware and software assets, ensuring accurate inventory tracking.
- Oversee IT asset cost optimization and identify savings opportunities.
- Ensure compliance with applicable regulations and internal policies.
- Own and deliver asset reporting to finance and executive leadership.
- Lead automation strategy across IT service-management service towers leveraging artificial intelligence and machine learning capabilities.
- Conduct regular process and vendor-performance audits and drive improvements.
- Develop and maintain standard operating procedures, runbooks, and governance documentation.
- Drive improved integrations between the IT service-management platform and related enterprise systems to enhance data accuracy, reporting, and end-to-end service visibility.
Desired Qualifications
- ITIL v4 Managing Professional certification or higher is preferred.
Hyundai Autoever America is the North American technology-services organization supporting Hyundai Motor Group companies. Its capabilities span enterprise applications, connected mobility, data and analytics, cloud infrastructure, cybersecurity, manufacturing systems, and dealer technologies. Teams build and operate digital platforms used across automotive business and production environments. The company sits at the intersection of automotive operations and enterprise technology, connecting factory and vehicle systems with corporate platforms, infrastructure, data environments, dealer technologies, and customer-facing digital services. The work supports both business continuity and the group’s continuing automotive transformation.
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