IT Business Operations Manager

Jeld-Wen Inc.•Vaughan, ON

1d•Onsite

About The Position

The Plant Technology Manager (PTM) provides outstanding technology support to maintain smooth plant operations, supports plant users, and resolves incidents for desktops, laptops, tablets, mobile devices, conference room AV and all peripherals. They are also integral to the establishment of standard operating procedures (SOP) regarding all areas of IT Management that pertain to the daily operations of the business and supporting end users and can balance daily support and strategic automation. The role focuses on Core IT Operations & Support ensuring up time, security, compliance and user support, as well as Advanced Development & Automation building integrations, scripts, CI/CD, and analytics to reduce manual work and scale standardization, including but not limited to manufacturing equipment.

Requirements

Associate's degree in IT, Computer Science, Business Management or related field required
Minimum 5 years supporting and managing IT in a manufacturing or plant environment
ERP experience (AS400) required
Expert programming and scripting across major languages (C#, Java, Python, Progress 4GL, VB, SQL)
Hands-on experience with Windows desktop/laptop support, Active Directory, Okta, ServiceNow (or similar ITSM)
Networking fundamentals, UPS/backup systems, CCTV/access control systems, and device provisioning automation
Familiarity with CI/CD concepts, version control (Git), and basic cloud integration patterns
Excellent oral and written communication
Strong customer service orientation
Ability to prioritize and work independently
Coaching and mentoring skills
Valid driver's license
Willingness to respond to major incidents outside normal hours
Onsite presence at the assigned plant is required
Must comply with JELD-WEN EH&S policies and plant safety rules
Ability to work extended hours during major incidents or critical deployments

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Provide onsite and remote support for end-user devices, thin clients, printers, barcode printers, copiers, scanners, mobile devices and conference room AV
Create and manage incidents and service requests in ServiceNow; track SLAs and ensure timely resolution
Act as the primary liaison between plant users, plant management and centralized IT; escalate to specialized teams when required
Maintain and audit MDF/IDF network cabinets; ensure physical security and quarterly cleaning
Ensure critical workstations are connected to UPS, backups are in place, patches are applied and EOL/EOS hardware/software is tracked
Manage building alarm, access control and CCTV/surveillance systems; support plant security and surveillance queries
Maintain IT asset inventory, warranties, spares and end-of-lease returns; coordinate procurement and proper disposal/decommissioning
Support plant technology projects (network/Wi-Fi upgrades, scanner replacements, site rollouts) and provide onsite project coordination
Advanced programming across major languages (C#, Java, Python, Progress 4GL, VB, SQL) to develop, enhance and maintain plant automation, integrations and custom applications
Build and maintain automation for device provisioning, patching, reporting, and routine maintenance tasks; implement CI/CD pipelines where applicable
Develop queries, dashboards and ad-hoc reports to provide actionable analytics for plant leadership and to measure KPI improvements
Design and deploy scripts and small applications to reduce manual work, improve data quality and integrate plant systems with central ERP and cloud services
Maintain, design and deploy applications to support communication between various manufacturing components/machines
Lead testing, deployment and rollback plans for application changes; document SOPs and runbooks for automated processes
Mentor and train plant staff on automation tools and best practices; share reusable components and standards with other PTMs
Participate in business continuity planning; ensure critical systems have documented backup and recovery procedures
Manage user access via Okta and Active Directory; perform periodic access audits and remediate non-standard hardware/software
Maintain vendor contracts and escalation contacts; ensure vendor SLAs are current and tested
Ensure compliance with JELD-WEN EH&S requirements, corporate policies, and legal/regulatory obligations
Provide leadership and training to plant IT staff and plant personnel; participate in Production Gemba Walks and align IT actions with SQDCI and business action items
Drive continuous improvement and standardization initiatives; document SOPs and share successes with other PTMs across the company
Use metrics to measure impact of automation and process changes; present results to plant and IS leadership