10659 – Sr. Manager infrastructure Service Management 
Location: Irvine CA , 5-days on-site

Company Overview:

Hyundai Autoever America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. As a key affiliate, we provide cutting-edge IT services and Managed Services Provider support to top brands including Kia, Genesis, Hyundai Translead, Hyundai Mobis, Hyundai Capital, Glovis, Boston Dynamics, Supernal, and Glovis. 

HAEA offers a truly global and collaborative environment. Here, you’ll drive innovation, boost operational efficiency, and help shape the future of mobility for the Hyundai Motor Group. 

At HAEA, we understand that IT is the cornerstone of today’s fast-evolving digital world. By uniting all IT resources under one roof, we deliver consistent, top-quality solutions while serving as the crucial information link between Hyundai’s Global Headquarters and North American operations. 

If you’re passionate about technology and eager to make a real impact at a world-class company, Hyundai Autoever America is the place to grow your career. Join us and be part of the transformation that’s driving the future of automotive innovation. 

Website: http://www.haeaus.com 

JOB OVERVIEW:

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.

KEY 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

REQUIRED SKILLS & EXPERIENCE:

• 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
• ITIL v4 certification highly preferred

TEAM CULTURE: 

Our team thrives on collaboration, innovation, and continuous learning. We foster a supportive environment where every member is encouraged to share ideas and contribute to problem-solving. We value:  

• Passion for Technology: We are enthusiastic about emerging technologies and their potential to transform the automotive industry.  
• Agility: We work in an agile environment, adapting quickly to changes and continuously improving our processes.  
• Teamwork: We believe in the power of teamwork and collaboration, supporting each other to achieve common goals.  
• Growth: We prioritize personal and professional growth, offering opportunities for learning and development.  
• Inclusivity: We maintain an inclusive culture where diverse perspectives are valued and everyone feels welcome. 

Base Salary Range: $155,000 - $180,000

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.