Head of IT Service Management (m/f/d)

Job Description

We are looking for a new colleague in our department Information Technology within ZF Foxconn Chassis Modules who will be based in Solihull (UK), Bangkok (Thailand) or Chennai (India).

ZF Foxconn Chassis Modules – Join our unique growth story!

Join our dynamic growth journey with ZF Foxconn Chassis Modules, a global leader in assembly and logistics services for the automotive industry. With 30 years of excellence and 25 locations worldwide, our 3,500-strong team supports premium and volume car manufacturers globally.

In 2023, our revenue exceeded €4 billion, solidifying our position as the top full-service supplier for chassis systems. We excel in project management, greenfield industrialization, operations, supply chain management, and supplier development within a Just in Time/Just in Sequence environment. Accelerating our expansion, we've partnered with Foxconn, a strong investor and global leader in technology solutions. This partnership, coupled with the surging trend of outsourcing and our drive to explore further opportunities in the automotive and mobility sectors, positions us for substantial growth in the years ahead.

Are you ready to seize new horizons and elevate your career in the technology and automotive sector? ZF Foxconn Chassis Modules is your perfect choice!

What you can look forward to as Head of IT Service Management (m/f/d):

• Oversee strategic direction and full range of customer service capabilities. Defines service channels, levels, processes, and standards. Monitors service desk performance
• Champion service culture and customer focus, lead framework development for standards and escalations
• Plan, develop and lead initiatives, processes and projects for the design, monitoring, measurement, reporting and continuous improvement of services and interoperability across the function and wider business
• Define, monitor and report on service level agreements (SLAs), lead service improvement initiatives to enhance operational efficiency, reduce cost and improve customer satisfaction 
• Establish engagement model with the broader stakeholder base, from company leadership to non-technology stakeholders / individual contributors
• Delivers high-quality, cost-efficient services by establishing and reviewing operational methodologies and tools, collaborating with business units and suppliers to meet performance targets, and managing disruptions or major amendments with third parties as required. 
• Lead strategic operational advancements through the integration of technology, automation, and generative AI solutions

Your profile as Head of IT Service Management (m/f/d):

• Experience in Leadership of multi-disciplined cross-functional service delivery teams in fast paced environments
• Ability to communicate and influence from blue collar workers to boardrooms
• Driving change incl. service improvement, culture change, transformation, target operating models and strategy development
• Understanding of service delivery economics (service costing frameworks) andData-driven service performance management and development
• Experience in People management, staff development, coaching and successor planning
• A reliable partner in Stakeholder management in complex innovative environments
• Knowledge of ITSM Frameworks and methodologies, Agile delivery and product management