Director, Digital Service Platforms

Ford Motor Company

Lead the digital transformation of Service Engineering & Operations at Ford with a focus on technology and innovation. Drive strategic technology evolution and manage cross-functional initiatives for improved performance.

Posted 7/30/2026full-timeAllen Park • Missouri • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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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 AcumenEnterprise IT Architecture KnowledgeData & Analytics FluencyExecutive Communication & InfluenceChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Systems ArchitectureIT GovernanceVendor/Service ManagementStrategic Planning & Road MappingBusiness Case Development & PrioritizationFinancial/Budget AcumenAgile/Iterative Delivery KnowledgeData AnalysisKPI Dashboard DevelopmentAPI Integration

Soft Skills

LeadershipCollaborationCoachingInnovation MindsetTeam Empowerment

Tools & Technologies

Cloud StrategiesDigital ProductsKPI ScorecardsLegacy System MigrationInterconnected System Landscapes

Industry Keywords

Dealer OperationsFord Customer Service DivisionDigital Repair StrategyService Engineering & OperationsContinuous Feedback

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare and more
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.