Director, Digital Service Platforms

Jobtailor

Allen Park (MI)

On-site

USD 150,000 - 190,000

Full time

14 days+

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Job summary

Ford Motor Company seeks an IT leader to drive the strategic evolution of mission-critical technology systems powering Service Engineering and Operations. You will champion next-generation architecture, own multi-year roadmaps, and lead a diverse team to elevate performance and innovation velocity.

You will establish dashboards, collaborate with senior leadership, and ensure business alignment across dealer operations and enterprise partners.

Qualifications

BS in MIS, CS, or IT; Masters preferred.
Experience in systems architecture, IT governance, vendor management, and IT alignment with business processes.
5+ years leading a larger team (40+) required.
Enterprise IT Architecture Knowledge and Systems Thinking.
Experience with Dealer Operations preferred.

Responsibilities

Drive IT modernization and digital transformation with enterprise impact.
Lead multi-year technology roadmap translating needs into executable plans.
Own demand pipeline; prioritize initiatives for business value.
Develop KPI dashboards and scorecards; translate data into actions.
Collaborate with Ford OS, Digital Repair Strategy, and senior leadership.

Skills

Leadership

Strategic Planning

Executive Communication

Change Management

Innovation Mindset

Team Empowerment

Data Analytics

KPI Dashboards

Vendor Management

Education

BS in MIS/CS/IT

Masters degree preferred

Tools

Systems Architecture

IT Governance

API Integration

Cloud Strategies

Digital Transformation

Job description

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.

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