Manager IT

At AAM, the POWER is in our people. We believe that an equitable and inclusive workplace benefits everyone and that the diversity of our Associates drives creativity and innovation. Our global team of associates is made of dreamers, doers and innovators who are Bringing the Future Faster by Delivering POWER for a safer, brighter and more sustainable tomorrow.

As a member of #TeamAAM, you'll get to make a difference on day one. You'll have the opportunity to grow, embrace challenges, build your skills and bring your authentic self to work every day, all while helping to shape the future of mobility for AAMand the world.

Job Posting Title

Manager IT

Job Description Summary

The Manager Collaboration Services (CS) is the leader who bears responsibility on behalf of the organization to foster value creation by means of the organization's digital workplace and collaboration services platforms. This leader will be responsible for the overall Collaboration Services (CS) applications at a global level along with all the associated products, vendor management and global operational support. He/she will be responsible for the strategy and staff that delivers CS technology and services. This leader will be accountable for all Collaboration Services functions, including operations, governance, applications, enablement, and engineering.

Job Description

Product:

The Manager is responsible for maximizing employee awareness, adoption and satisfaction. This leader will foster strong technical relationships with vendors and represents the product during design, development, testing, release, updates and ongoing lifecycle management. The Manager also ensures alignment of the product with vendor and internal roadmaps, as well as project, change management and enterprise architecture processes.

Application:

The Collaboration Services Manager is a -level role responsible for delivering the portfolio of applications that supports digital employee experience and elevates the digital dexterity of the workforce. This critical leader has an endless curiosity for new technology, is relentless in their pursuit of new ways of working and has strong business relationship acumen. This role is pivotal to delivering the future of work by crafting a Collaboration Services program that supports the workforce of today and the future.

Operations:

The Manager is responsible for leading the teams that provide day-to-day support of employees and their use of Collaboration Services technologies. This leader ensures the overall service delivery is exceptional as measured by objective KPIs and dashboards. This leader maintains a strong relationship with IT operations and service management teams.

Enablement:

The Manager CS is responsible for driving adoption of Collaboration Services technologies to increase workforce digital dexterity and productivity. This leader manages workplace enablement processes and a cross-functional team focused on ensuring that employees have the motivation, permission and knowledge to fully exploit IT-supplied technology. This team will work closely with shared services partners such as corporate communications, facilities and line of business leaders, as well as other IT colleagues and technology vendors.

• Work with other IT and business leaders to set the vision, mission and strategic direction of the Collaboration Services and employee experience improvements.
• Lead the development, publication and maintenance of the corporate Collaboration Services architecture, as well as the roadmap for its future development aligned to business requirements
• Develop the CS organizational functions, roles and responsibilities.
• Develop a talent strategy to plan for future changes and needs.
• Strategic Collaboration Services technology and services vendor management (in collaboration with sourcing, procurement and vendor management colleagues).
• Help and participate with operating and capital expenditure budget to ensure it is consistent with overall IT and company objectives.
• Managerial responsibilities include hiring, coaching , career planning, succession planning, and developing direct reports.
• Champion Collaboration Services technologies and operations by setting and sharing program goals and measuring and demonstrating impact.
• Establish and lead the Collaboration Services steering committees which will plan and govern Collaboration Services initiatives and ensure alignment across the business.
• Partner with the infrastructure and security teams to build disaster recovery and business continuity plans for Collaboration Services technologies.
• Provides leadership and technical oversight of vendors, such as escalating open tickets and requests with vendors.
• Develop and implement processes to report and handle feature requests, known errors, bugs and deficiencies. Manage requests, enhancements, and list of known errors and bugs to be addressed by the vendor or development.
• Define and manage workplace operations processes and tools.
• Manage and govern associated vendors and service providers.
• Regularly measure Collaboration Services maturity through analysis and tracking of ambition, accomplishments, and business impact.
• Develop procedures and processes to support and maintain Collaboration Services applications.
• Identify, monitor, publish, and manage goals and measurements to show improvements to CS operations.
• Ensure processes are in place to escalate unresolved issues to second or third level.
• Own lifecycle management (acquire, setup, deploy, repair, collect and retire) of Collaboration Services hardware and software.
• Seek out new technology trends that should be brought into the workplace operations team to improve business processes.
• Actively participate in or lead Collaboration Services technology projects.
• Cultivate and maintain strong team-level partnerships with other regions to eliminate silos.
• Define and lead Collaboration Services enablement strategy and processes.
• Identify, monitor, publish and manage goals and measurements to show Collaboration Services enablement impact.
• Coordinates multi-channel communications campaigns to drive technology adoption.
• Collaborates with various Collaboration Services stakeholders.
• Oversee the creation, management and awareness of the centralized repository of technology enablement resources (videos, how-to, quick-start guides, etc.)
• Facilitate or oversee enablement and awareness events (Ask the Expert, Immersion Experiences, webinars, lunch and learns, etc.)
• Connect with line-of-business leaders to ensure participation in their events and team meetings.
• Monitor emerging technology trends and leverage workplace analytics or digital employee experience management tools to ensure initiatives are driven by objective data.
• Oversee network of enablement agents and champions, facilitate knowledge sharing and collaboration across the enterprise through regular engagement.

Strategy & Roadmap

• Build and maintain key stakeholder partnerships to ensure alignment of Collaboration Services application strategy to support mission-critical business outcomes.
• Partner with corporate real estate/facilities to create a smart workplace that supports the future of work. Today's workforce desires a work environment that is flexible, intelligent, and connected, and the shift to hybrid working requires a renewed focus on applications to support employee experience.
• Develop a Collaboration Services ambition that provides focus to program goals to modernize applications, support new ways of working and enable business transformation.
• Seek out innovative technology trends that should be brought into the workplace and gather Collaboration Services best practices by participating in continuing education, peer groups and industry events.
• Support and facilitate innovative Collaboration Services applications and strategies to test new ideas to support the future of work.
• Explore and improve how employees digitally engage and collaborate with each other, as well as with customers and business partners.
• Solicit business sponsorship for Collaboration Services projects and initiatives to ensure efforts are aligned with business needs.
• Collaborate with colleagues in internal communications to communicate how Collaboration Services applications benefit employees through enablement campaigns.

Required Skills and Education

• Bachelor's degree preferred
• 5+ years managing enterprise IT services, products, or projects.
• 5+ years managing or supervising associates / teams.
• Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment.
• 5+ years of Hands-on Experience of Microsoft O365 and Telecommunication.
• Extensive knowledge Office 365 services: Azure AD (Active Directory), Exchange, SharePoint, OneDrive, Teams.
• Performance-tune Microsoft O365 applications across the organization to ensure elevated levels of service availability.
• Administration and maintenance of O365 email service, ADFS (Active Directory Federation Services) and AD-Connect, with a primary focus on mobile device management.
• 5+ years' experience related experience in voice and information technology solutions design and service management including SBCs (session border controller) and SIP (session-initiated protocol) management.
• At least 3- 5 years of hands-on experience in MS Teams enterprise voice implementations.
• In-depth knowledge of enterprise voice concepts and strong PSTN (Public Switched telephone network) knowledge. Experience with Dial Plans, Voice Policies, Unified Messaging, Auto Attendants, SIP trunks, audio gateways and audio/video conferencing.
• Expertise in Skype Enterprise Voice configurations, policies, and routing over a complex WAN infrastructure (SBC, SIP, Media Gateways, VoIP, H.323, PBX, QoS), video and mobility.
• Building plans and policies for Microsoft Teams and associated voice and video communications services, strategies and technologies.
• Experience creating technology roadmaps and considering business requirements
• Experience driving technology adoption and reporting on workplace technology adoption
• Collaboration Services tool management expertise: management tools, techniques, monitoring and integration
• Experience with configuration management, identity and access management, active directory, desktop virtualization, collaboration platforms and other cloud-based services
• Experience with a continuous engineering or other agile methods to keep pace with frequent changes and to reduce complexity
• Experience using automation to drive continuous improvement
• Experience leading technology change and deployments, organizational development and vendor management
• Strong working knowledge of enterprise IT services, workplace technologies, and processes.
• Proven experience defining, measuring, and managing service level agreements and KPIs
• Experience with implementing and managing ITIL processes -- knowledge, incident, change, service request and major incident management

About American Axle & Manufacturing

As a leading global Tier 1 Automotive and Mobility Supplier, AAM (NYSE: AXL) designs, engineers and manufactures Driveline and Metal Forming technologies to support electric, hybrid and internal combustion vehicles. Headquartered in Detroit with nearly 85 facilities in 18 countries, AAM is bringing the future faster for a safer and more sustainable future. We work together to support our customers on global and regional platforms with a focus on quality, operational excellence and technology leadership.

With our global footprint, we are committed to building an equitable and inclusive culture that encourages, supports and celebrates the unique voices of our diverse workforce. We are AAM. Move with us, and join #TeamAAM.

AAM will not discriminate against any Associate or applicant for employment because of age, race, color, gender, religion, weight, height, marital status, sexual orientation, genetic history or information, gender identity or expression, disability, protected veteran status, national origin, or other characteristic protected by law. AAM will take affirmative action to ensure that applicants are employed, and that Associates are treated equally during employment, without regard to their age, race, color, gender, religion, weight, height, marital status, sexual orientation, genetic history or information, gender identity or expression, disability, protected veteran status, national origin, or other characteristic protected by law. For the Disabled Job Seeker: We offer reasonable accommodations for qualified disabled individuals who are applicants for employment. To request assistance or accommodations, please e-mail [email protected] . AAM is an equal opportunity/affirmative action employer.

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Please note that as per AAM policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that AAM will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.