- Drive the strategic evolution of mission-critical technology systems powering Service Engineering and Operations—elevating performance, resilience, and capability beyond current baselines across PTS, FDRS, OWS, GTAC, GCAMP, and associated back-end platforms (GOASIS, SAVE, FDSP, etc.)
- Champion next-generation system architecture and capability roadmaps that anticipate future business needs rather than simply sustaining existing operations
- Own the multi-year vision for IT-enabled business transformation, translating emerging needs into a forward-looking technology roadmap
- Build and lead a dynamic demand pipeline—proactively sizing, prioritizing, and sequencing new initiatives to maximize business impact and innovation velocity
- Establish leading-edge metrics and scorecards that measure transformational progress, not just delivery against static commitments, and use these insights to course-correct and accelerate outcomes with senior leadership
- Serve as a catalyst with the Digital Repair Strategy team, co-architecting the technology capabilities that will redefine the future state of SE&O operations
- Lead cross-functional efforts to reimagine and measurably improve core business KPIs (Mean Time to Diagnose, Mean Time to Repair, RO Duration, FIR, etc.)—setting new performance benchmarks rather than maintaining current levels
- Cultivate a bold, inclusive team culture that attracts top talent and unleashes innovative thinking, empowering a diverse, customer-obsessed team to challenge convention
- Elevate team capability through ambitious training and development targets that build future-ready skillsets
- Drive meaningful Individual Development Plans that stretch employees toward new competencies and career growth
- Foster a coaching culture rooted in continuous feedback, team empowerment, and process reinvention to unlock each employee's full potential
- Model and champion Ford OS behaviors, actively driving the team toward breakthrough Excellence, Focus, and Collaboration
- Champion work-life balance as a strategic enabler of sustained high performance and innovation, not just a supportive perk
Requirements
- BS in MIS, CS, or IT - Masters degree preferred
- Prior experience in systems architecture, IT Governance, vendor/service management, and IT alignment with business processes
- Familiarity and experience with Dealer Operations preferred
- Experience and ability to:
- Lead through influence and collaborate across Ford Customer Service Division functional activities, FCSD Tech (IT), Digital Products, and other Enterprise partners
- Usage of data and customer insights to influence strategic decisions
- 5+ years' experience in leading a larger team (40+) required
- Enterprise IT Architecture Knowledge – Understanding of complex, interconnected system landscapes
- Systems Thinking – Ability to see how changes in one system ripple across an interconnected digital ecosystem
- IT Modernization & Digital Transformation Acumen – Familiarity with legacy system migration, cloud strategies, API integration, and platform modernization approaches
- Data & Analytics Fluency – Comfort with KPI dashboards, scorecards, and translating metrics (MTTD, MTTR, RO Duration, FIR) into actionable insight
- Strategic Planning & Road mapping – Ability to translate a multi-year vision into executable plans and prioritized backlogs
- Business Case Development & Prioritization (T-shirt sizing, demand intake) – Skilled in evaluating competing priorities against resource constraints
- Financial/Budget Acumen – Experience managing or influencing IT budgets, cost-benefit tradeoffs, and vendor/partner spend
- Executive Communication & Influence – Ability to synthesize complex technical status into clear narratives for senior leadership
- Vendor/Partner Management – Experience serving as a liaison between business and IT organizations (e.g., FCSD Tech)
- Change Management – Skilled in leading teams and stakeholders through modernization initiatives and process transformation
- Innovation Mindset – Willingness to challenge status quo processes and drive continuous improvement
- Risk Management – Balancing system stability/robustness with the pace of transformation and new capability delivery
- Agile/Iterative Delivery Knowledge – Familiarity with agile methodologies for managing IT delivery timelines and roadmaps.
Core Competencies
Demonstrates expertise in IT Modernization and Digital Transformation, with a strong focus on Enterprise IT Architecture and Systems Thinking. Proven ability to lead large teams, drive strategic planning, and foster a culture of innovation and continuous improvement.
Highest-signal resume keywords
- IT Modernization & Digital Transformation Acumen
- Enterprise IT Architecture Knowledge
- Data & Analytics Fluency
- Executive Communication & Influence
- Change Management
ATS Optimization Keywords
Hard Skills
- Systems Architecture
- IT Governance
- Vendor/Service Management
- Strategic Planning & Road Mapping
- Business Case Development & Prioritization
- Financial/Budget Acumen
- Agile/Iterative Delivery Knowledge
- Data Analysis
- KPI Dashboard Development
- API Integration
Soft Skills
- Leadership
- Collaboration
- Coaching
- Innovation Mindset
- Team Empowerment
Industry Keywords
- Dealer Operations
- Ford Customer Service Division
- Digital Repair Strategy
- Service Engineering & Operations
- Continuous Feedback
Tools & Technologies
- Cloud Strategies
- Digital Products
- KPI Scorecards
- Legacy System Migration
- Interconnected System Landscapes