Sr. Manager, IT Service Management

10037 - Sr. Manager, IT Service Management

Location:

Irvine, CA 92614 (5 days on-site)

Hyundai Auto Ever America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. As a key affiliate, we provide cutting-edge IT services and support to top brands including Kia, Genesis, Hyundai Translead, Hyundai Mobis, Hyundai Capital, and Glovis.

HAEA offers a truly global and collaborative environment. Here, you’ll drive innovation, boost operational efficiency, and help shape the future of mobility for the Hyundai Motor Group.

At HAEA, we understand that IT is the cornerstone of today’s fast-evolving digital world. By uniting all IT resources under one roof, we deliver consistent, top-quality solutions while serving as the crucial information link between Hyundai’s Global Headquarters and North American operations.

If you’re passionate about technology and eager to make a real impact at a world-class company, Hyundai Auto Ever America is the place to grow your career. Join us and be part of the transformation that’s driving the future of automotive innovation.

The selected Sr. Manager, IT Service Management (ITSM) is responsible for leading and governing core ITSM functions across Service Desk operations, Change Management, Problem Management, Incident Operations Center (IOC), IT Asset Management (ITAM), and IT Operations Management (ITOM). This role drives enterprise-wide service delivery excellence, process maturity, and continuous improvement aligned to ITIL best practices. The Sr. Manager partners with IT leadership, service owners, and business stakeholders to ensure reliable, scalable, and high-quality IT services, while advancing automation, standardization, and operational efficiency.

• Provide strategic oversight and governance across all ITSM processes, ensuring alignment with business objectives and ITIL standards.
• Define and implement ITSM roadmap, maturity model, and continuous improvement initiatives.
• Establish KPIs, SLAs, and operational dashboards; drive accountability across service owners and support teams.
• Lead cross-functional stakeholder engagement to ensure consistent service delivery and process adherence.
• Coordinate closely with HQ and global IT teams to align on enterprise-wide ITSM 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 Problem Management lifecycle including RCA, known error management, and preventive measures.
• Ensure effective identification of systemic issues and implementation of corrective and preventive actions (CAPA).
• Monitor problem trends and measure effectiveness of resolutions.
• Govern documentation standards and audit readiness across all problem records.

• Own the enterprise Change Management process, including CAB 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 SLA/SLO adherence and customer satisfaction.
• Optimize tiered support model and escalation processes.
• Drive self-service, knowledge base maturity, and user experience improvements.

• Oversee integration of ITOM capabilities such as event management, discovery, service mapping, and monitoring into ITSM workflows.
• Enhance alignment of…