10659 - Sr. Manager, Infrastructure Service Management

Hyundai Autoever America•Irvine, CA

2d•$155,000 - $180,000•Onsite

About The Position

The selected candidate will manage the work efforts of supervisors and individual contributors and will own and govern the delivery of IT services provided by outsourced and third-party service providers. This role is accountable for service quality, contractual performance, financial management, and continuous improvement across multiple vendors and service towers. The ideal candidate will bring strong vendor management, ITIL-based service management, and stakeholder leadership skills, ensuring external providers consistently meet business expectations, SLAs, and strategic objectives.

Requirements

Bachelor degree or higher 8-12+ years of experience in IT Service Delivery, IT Operations, orService Management
Strong experience managing outsourced IT services and third-party providers
Demonstrated success holding vendors accountable for performance and outcomes
Solid understanding of ITIL / ITSM processes/ incident

Nice To Haves

ITIL v4 certification highly preferred

Responsibilities

Service Delivery Ownership:
Own end-to-end service delivery performance for outsourced IT services (e.g., infrastructure, network, service desk, cloud, applications)
Ensure services meet agreed SLAs, OLAs, KPIs, and customer experience targets
Act as the primary escalation point for chronic service issues and major incidents involving vendors
Drive service stability, reliability, and customer satisfaction
Vendor & Contract Management:
Manage day-to-day relationships with outsourced service providers and strategic vendors
Govern vendor performance against contractual obligations, including SLAs, penalties, and service credits
Lead regular service reviews, QBRs, and performance reporting
Partner with sourcing, procurement, and legal teams on contract interpretation, renewals, and renew-or-exit decisions
Financial & Commercial Management
Manage service budgets, invoicing, chargebacks, and cost optimization initiatives
Validate vendor billing against contracts and delivered services
Identify opportunities for cost efficiency without compromising service quality
Support business cases for service changes, expansions, or vendor transitions
Incident, Problem & Change Oversight:
Oversee vendor-led incident, problem, and change management processes
Ensure effective root cause analysis and permanent corrective actions
Coordinate cross-vendor and internal teams during major incidents
Ensure changes are implemented safely and aligned with governance standards
Continuous Improvement & Transformation:
Drive continuous service improvement (CSI) initiatives across vendors
Identify gaps in service delivery, process maturity, or tooling
Support service transitions, vendor onboarding/offboarding, and transformations
Promote automation, standardization, and ITSM best practices
Stakeholder Management & Governance:
Act as the interface between business stakeholders and service providers
Translate business expectations into clear service requirements
Provide executive-level reporting on service health, risks, and improvement plans
Ensure services align with enterprise governance, security, and compliance