Director,Digital Service Platforms Job Allen Park area,Michigan USA,IT/Tech

Drive the strategic evolution of mission-critical technology systems powering Service Engineering and Operations—elevating performance, resilience, and capability beyond current baselines across PTS, FDRS, OWS, GTAC, GCAMP, and associated back-end platforms (GOASIS, SAVE, FDSP, etc.)
Champion next-generation system architecture and capability roadmaps that anticipate future business needs rather than simply sustaining existing operations
Own the multi-year vision for IT-enabled business transformation, translating emerging needs into a forward-looking technology roadmap
Build and lead a dynamic demand pipeline—proactively sizing, prioritizing, and sequencing new initiatives to maximize business impact and innovation velocity
Establish leading-edge metrics and scorecards that measure transformational progress, not just delivery against static commitments, and use these insights to course-correct and accelerate outcomes with senior leadership
Serve as a catalyst with the Digital Repair Strategy team, co-architecting the technology capabilities that will redefine the future state of SE&O operations
Lead cross-functional efforts to reimagine and measurably improve core business KPIs (Mean Time to Diagnose, Mean Time to Repair, RO Duration, FIR, etc.)—setting new performance benchmarks rather than maintaining current levels
Cultivate a bold, inclusive team culture that attracts top talent and unleashes innovative thinking, empowering a diverse, customer-obsessed team to challenge convention
Elevate team capability through ambitious training and development targets that build future-ready skillsets
Drive meaningful Individual Development Plans that stretch employees toward new competencies and career growth
Foster a coaching culture rooted in continuous feedback, team empowerment, and process reinvention to unlock each employee's full potential
Model and champion Ford OS behaviors, actively driving the team toward breakthrough Excellence, Focus, and Collaboration
Champion work-life balance as a strategic enabler of sustained high performance and innovation, not just a supportive perk

Requirements

BS in MIS, CS, or IT - Masters degree preferred
Prior experience in systems architecture, IT Governance, vendor/service management, and IT alignment with business processes
Familiarity and experience with Dealer Operations preferred
Experience and ability to:
Lead through influence and collaborate across Ford Customer Service Division functional activities, FCSD Tech (IT), Digital Products, and other Enterprise partners
Usage of data and customer insights to influence strategic decisions
5+ years' experience in leading a larger team (40+) required
Enterprise IT Architecture Knowledge – Understanding of complex, interconnected system landscapes
Systems Thinking – Ability to see how changes in one system ripple across an interconnected digital ecosystem
IT Modernization & Digital Transformation Acumen – Familiarity with legacy system migration, cloud strategies, API integration, and platform modernization approaches
Data & Analytics Fluency – Comfort with KPI dashboards, scorecards, and translating metrics (MTTD, MTTR, RO Duration, FIR) into actionable insight
Strategic Planning & Road mapping – Ability to translate a multi-year vision into executable plans and prioritized backlogs
Business Case Development & Prioritization (T-shirt sizing, demand intake) – Skilled in evaluating competing priorities against resource constraints
Financial/Budget Acumen – Experience managing or influencing IT budgets, cost-benefit tradeoffs, and vendor/partner spend
Executive Communication & Influence – Ability to synthesize complex technical status into clear narratives for senior leadership
Vendor/Partner Management – Experience serving as a…

Director, Digital Service Platforms