Service Management Delivery Lead

Overview

The Service Management Delivery Lead is responsible for driving the design, deployment, and continual improvement of IT service management (ITSM) processes and service delivery models across Panasonic. This role ensures service quality, operational effectiveness, and alignment with enterprise IT governance and customer needs. The Service Management Delivery Lead collaborates with business units, operations, and technology teams to implement service strategies, manage performance, and oversee the lifecycle of enterprise services.

Responsibilities

• Lead the implementation and improvement of ITSM processes including incident, change, problem, service request, and knowledge management.
• Drive service delivery excellence by aligning operational activities with SLAs, KPIs, and customer experience expectations.
• Oversee the development of service catalogs, process workflows, and role definitions in partnership with operations and support teams.
• Collaborate with platform teams to support the configuration and enhancement of service management tools (e.g., ServiceNow).
• Establish and maintain performance metrics and dashboards to provide visibility into service health and operational trends.
• Partner with IT operations and application teams to ensure consistent, scalable service delivery across enterprise and plant environments.
• Facilitate service reviews, audits, and compliance reporting aligned with ITIL ISO, or other governance frameworks.
• Contribute to disaster recovery, continuity, and escalation protocols for critical services.
• Lead initiatives to improve service maturity, customer satisfaction, and continuous process improvement.
• Assist Business Relationship Managers (BRMs) with requirements gathering, analysis, design, and development of new or enhanced services, ensuring seamless transition to operations teams.

Must-haves

• 8+ years of experience in IT service management, operations, or service delivery, including 3+ years in a leadership or process ownership role.
• Strong understanding of ITIL frameworks and enterprise service delivery models.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms.
• Proven ability to drive service quality improvement initiatives and performance optimization.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Experience leading cross-functional teams and driving consensus across technical and business groups.
• Able to develop, analyze, and present service performance metrics and operational insights.
• Bachelor’s degree in Information Technology, Business Administration, or a related field. Equivalent experience may be considered.

Preferred Certifications

• ITIL Foundation or higher
• PMP
• ServiceNow Certified System Administrator

Benefits & Perks

• Great Medical/Dental Benefits
• Company-Matched 401K Retirement Savings
• Annual Bonus Program
• Educational Assistance
• Relaxed Dress Code
• Ledership & Mentorship Programs
• High5 Reward Recognition Program
• Onsite Happy Hours

Who We Are

We're All About You! At Panasonic, our technology and engineering expertise delivers innovation across diverse industries. It's all about the consumer experience and making sure that we find ways to enhance that experience, either through audio enhancements or through safety enhancements inside the vehicle. Panasonic Automotive Systems Company of America (PASA) is an industry-leading global supplier to Automotive Original Equipment Manufacturers (OEM’s) for infotainment systems and advanced connected car solutions. Our clients include Ford, GM, Chrysler, Daimler, Fiat, Tesla, Honda, Toyota. We Take Opportunity Seriously

Equal Opportunity Employer

At Panasonic, we are committed to providing equal opportunity employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability status, protected veteran status, or any other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with our without reasonable accommodations. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Automotive Systems of America.