IT Service Delivery Manager – Manufacturing Operations Support

• Job Title: IT Service Delivery Manager – Manufacturing Operations Support
• Client: Japanese Company 
• Working Location: Greensboro, North Carolina
• Working Style: Onsite
• Employment Type: Contract-to-Hire (No C2C)
• Salary: DOE
• Benefit: Available upon conversion to full-time (Contract-to-Hire)
• Visa Support: No
• Working Hours: Monday – Friday, 8:00 AM – 5:00 PM (Occasional evening/weekend work as needed)
• Language: English

• Lead IT service delivery for manufacturing operations, supporting Siemens Opcenter (MOM/MES) applications.
• Serve as the primary IT contact for plant operations, aligning IT services with production schedules and business SLAs.
• Manage incident, problem, request, change, and release processes while improving service performance metrics.
• Coordinate application updates, system patches, releases, and integrations with vendors and internal engineering teams.
• Lead major incident response, root cause analysis, corrective actions, and executive communications.
• Develop operational reports covering service performance, availability, capacity, and continuous improvement initiatives.
• Drive Kaizen initiatives to improve system reliability, production efficiency, and user experience.
• Standardize operational procedures (SOPs) while ensuring compliance with company policies and regulations.
• Lead and mentor the operations support team, promoting collaboration, accountability, and continuous learning.
• Partner with manufacturing, quality, maintenance, engineering, and production planning teams to optimize IT services.
• Identify opportunities for automation, process optimization, and increased business value through technology.

• Experience leading IT service delivery within a manufacturing environment.
• Strong understanding of MOM/MES platforms, preferably Siemens Opcenter.
• Excellent leadership and stakeholder management skills.
• Strong analytical mindset with proven root cause analysis and problem-solving abilities.
• Excellent communication and presentation skills for both technical and non-technical audiences.
• A continuous improvement (Kaizen) mindset with a focus on operational excellence.
• Ability to work effectively with cross-functional and global teams.

• Bachelor's degree in Computer Science, Computer Engineering, Mechanical Engineering, Electrical Engineering, or a related field (or equivalent experience).
• 2+ years of IT operations or IT service management experience supporting manufacturing environments.
• Experience supporting MOM/MES applications (Siemens Opcenter preferred).
• Experience leading technical support teams and service improvement initiatives.
• Strong knowledge of Incident, Problem, Change, and Release Management processes.
• Experience with ticket management systems and Microsoft Office.
• Understanding of application lifecycle management and DevOps practices.
• Excellent troubleshooting, analytical, and communication skills.
• Strong organizational, time management, and customer service skills.
• Experience working in global or cross-cultural environments is preferred.
• Ability to negotiate and manage stakeholder expectations effectively.

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