Job Description

Inside the Role

The IT Operations Center (ITOC) Manager sits at the heart of DTNA’s 24x7 IT Operations, owning the relationship and performance of our managed ITOC service while ensuring integration with DTNA’s application, infrastructure, security, and plant IT teams. This role operates at the intersection of technology, service management, and business continuity, thereby translating operational data into actionable insights and ensuring that incidents, events, and risks are managed with speed, transparency, and accountability. As part of DTNA IT’s broader Operational Excellence journey, you will help shape how we run modern, data driven IT operations in a complex, multivendor environment. You will work closely with senior IT leaders, service providers, and internal teams to stabilize operations, improve reliability, and continuously raise the bar through automation, KPI driven governance, and proactive service improvement. This is a hands-on leadership role for someone who enjoys building structure, driving outcomes, and turning operational performance into measurable business value.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

What You Drive at DTNA

• Own end-to-end governance and performance of the ITOC managed service, ensuring SLAs, KPIs, and operational outcomes are consistently met or exceeded
• Serve as the primary senior interface with service providers, driving accountability, performance management, escalations, and contractual adherence
• Lead operational governance forums (daily, weekly, monthly), translating metrics, trends, and incidents into clear decisions and actions
• Provide leadership during major incidents, ensuring effective coordination, executive communication, and timely resolution, including root cause and corrective actions
• Oversee service transition, stabilization, and steady-state operations, ensuring operational readiness, documentation quality, and knowledge maturity
• Drive transparency and data-driven decision-making across monitoring, incident, and performance metrics using enterprise toolsets (e.g., ServiceNow, observability platforms)
• Lead cross-functional coordination across application, infrastructure, security, and plant IT teams to ensure clear ownership and rapid issue resolution
• Champion automation, AI-driven operational improvements, and process optimization to reduce MTTR, improve availability, and strengthen resilience
• Ensure audit readiness, compliance, and adherence to governance and documentation standard
• Represent ITOC operations in enterprise IT governance forums and contribute to broader operational excellence and transformation initiatives

Knowledge You Should Bring

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field, or equivalent experience and 5-7 years of relevant experience is required.
• Significant experience managing IT operations, managed services, or vendor-based environments in a 24x7 setting
• Strong expertise in IT Service Management (ITSM), including Incident, Problem, Event, and Monitoring Management
• Proven ability to interpret KPIs, SLAs, and operational data to drive performance, accountability, and continuous improvement
• Demonstrated leadership in cross-functional coordination during complex incidents and operational challenges
• Strong communication skills, with the ability to engage senior stakeholders and translate technical topics into business impact
• Experience operating within structured governance models, including service reviews, escalations, and performance management frameworks
• An attached resume is required

Exceptional Candidates Might Have

• Experience in multi-vendor or SIAM environments
• Hands-on experience with ServiceNow (ITSM/ITOM) and observability platforms
• Proven experience leading Major Incident Management processes, including executive communications
• Experience driving automation and operational transformation initiatives
• Exposure to data center operations or large-scale enterprise environments
• Experience leading operational maturity improvements during transitions or transformations

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-

Detroit, MI US, Portland, OR US. Relocation assistance is not available for this position.

Schedule Type:

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

At Daimler Truck North America, we recognize our world is changing faster than ever before. By listening to the needs of today, we’re building to solve with cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous. These solutions, backed by years of innovative success and achievement, continue DTNA’s legacy as the undisputed industry leader. Our evolving brand portfolio is second to none, including Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. Together, we work as one team towards our envisioned future – building a cleaner, safer and more efficient tomorrow for all.

That is what we are working toward - for all who keep the world moving.

Additional Information

• Visa sponsorship will only be open to current Daimler Truck North America employees working under an existing U.S. Daimler Truck North America Visa

• All other applicants must be legally authorized to work permanently in the country the position is located in at the time of application

• Final candidate must successfully complete a criminal background check

• Final candidate may be required to successfully complete a pre-employment drug screen

• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions

• EEO - Disabled/Veterans

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.