IT ALM Service Team Lead

 Req ID 50889 | Gbl Elec HQ - Farmington Hills, United States

Are you looking for a career where you can showcase your technical aptitude and passion for problem solving to ensure your partners and customers can expect uninterrupted, on-time, with quality, ALM IT services from your teams and from your service providers? Then look to ZF!

At ZF, we live and foster an ownership culture, in which every employee contributes to our company's success. We trust and empower our leaders to act as owners, direct their teams, and innovate to succeed. We communicate openly and honestly to learn from our failures and celebrate our successes. We recognize individual and team achievements frequently. We invest in our team members, offering a wide variety of internal and external development opportunities.

What you will do for ZF – IT ALM Service Team Lead

This position coordinates the delivery of worldwide Application Lifecyle Management (ALM) IT Application Services (e.g., PTC Integrity, PTC Codebeamer, IBM Doors, IBM ClearCase & ClearQuest) to its 20k+ ZF engineers working with various internal IT Teams and with IT Service vendors from the initial demand creation through delivery and close-out. The right candidate will ensure customer expectations and commitments are met for the service.

Responsibilities:

• Act as the primary point-of-contact for the service
• Support, inform, prioritize, and coordinate activities and resources across ZF IT teams, ZF R&D Engineering Teams and the external IT Service providers
• Handle decisions and coordination on the Application upgrade, new version update and performance improvement
• Look for ways for continuous improvement and monitoring on the IT Service vendor performance who are working on your IT Services
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction with the quality of work

Qualifications:

• Bachelor’s degree in CSE/EE/ECE engineering discipline with overall 10+ years’ experience
• 5+ years of experience in customer service, escalation handling, and coordination
• Excellent organizational and interpersonal skills
• Ability to read and understand customer service contracts
• Proficient in Microsoft Office and ITSM ticketing tools (e.g., BMC Remedy or similar)
• Good verbal and written communication skills in English
• Proficient on ITIL and ITSM – IT Service management

Be part of our ZF team as IT ALM Service Team Lead and apply now!

DIVERSITY COMMITMENT: 
Diversity, Equity and Inclusion are more than just words for us. They are at the core of the ZF Way that propels our team members towards their utmost success. We strive to build and nurture a culture where inclusiveness is a natural reflex. We actively seek ways to remove barriers so that every member of ZF can rise to their full potential. We aim to embed this in our legacy through how we operate and build our products as we shape next generation mobility, safety, sustainability and social justice. 

With four generations across 118 nationalities in 41 countries, ZF combines a unique variety of backgrounds, perspectives, and ideas. Together, we solve problems, drive innovation and shape next generation mobility. 

Our company is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with us and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us. Requests for reasonable accommodation will be considered on a case-by-case basis. ZF is an Equal Opportunity and Affirmative Action Employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Equal Employment Opportunity/Affirmative Action Employer M/F/Disability/Veteran