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Product & Infrastructure Service Manager (Austin)

Date:  Jun 8, 2021

Austin, TX, US, 78730


Power the Possibilities
The CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. We’re building and developing cloud technology for the automotive retail industry
that will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.

Be Part of Something Bigger
Each year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. It’s time you joined an evolving marketplace where research and development
investment is measured in the tens of billions. It’s time you were a part of something bigger.

We’re expanding our workforce – engineers, architects, developers and more – onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.

Join Our Team
Growth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.
The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.

If you’re ready for high-impact, you’re ready for CDK.

Position Summary

Infrastructure Service Managers serve as the primary point of contact, strategic partner and liaison for internal business partners of the Infrastructure organization.  Service Managers are the connection between Infrastructure partners (business lines, Product & Technology, Global IT, Security) and Infrastructure & Operations – acting as connectors to help them derive value from Infrastructure services and orchestrate within Infrastructure to deliver as a key provider.

Service Managers must possess a wide array of competencies spanning business, development and infrastructure, strategic partnering, executive presence, business acumen, communication, portfolio management, infrastructure domain knowledge, service costing.

Service Managers are responsible for a portfolio of SaaS and Service offerings and need to be deeply aligned with CDK business and Product & Technology leaders.


Position Responsibilities & Essential functions

Business Liaison to Business/P&L leaders and Product & Technology teams

Understand portfolio: applications, architectures, assets, strategy and plans

Help shape and drive portfolio improvements: service improvement, risks, costs

Establish trusted advisor relationships with customers/stakeholders

Advocate within Infrastructure org for your portfolio

Drives service improvement activities related to assigned P&L

    • problem management work streams
    • Process improvement
    • Service requests
    • Reporting – analytics
      • case requests
      • incidents
      • Alerts
      • SLA
      • MTT’s

Ongoing Business Liaison to P&L and P&T

Asset product & owner tagging

Demand Management – P&T Reporting In (Notification of capacity impacting features or changes, new products, etc.)

Project Backlog and Status

Drives runbook and documentation updates

Product Backlog – Infra driving into P&T (improvements that will add self-healing, alerting, observability, performance, cost improvement, etc.)

Notified of Changes by change management

Areas of focus within portfolio: 

Reliability and observability analysis of service (problem management, Infrastructure improvement activities, architecture risks)

Operating and database version “currency”

CMDB data accuracy

Disaster recovery assessment and risk

Process evolution (outage/escalation management, runbooks, change management, capacity management)

Compliance and security

Cost Management: datacenter cost to serve, cloud spend review, identification and communication of cost improvement opportunities

Portfolio strategy: cloud strategy, product strategy knowledge

Demand Management of incoming requests from stakeholders

Project Backlog and Status

Product Backlog – Infra driving into P&T/ Product Management

    • Infra recommended improvements
    • self-healing, alerting, observability, performance, cost improvement, etc.)
      Regular (monthly, quarterly) meetings with customer leaders


Locations: Austin TX, Portland OR, San Jose CA


CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  

Nearest Major Market: Austin

Job Segment: Service Manager, Business Development, Database, Cloud, Data Center, Customer Service, Sales, Technology

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