IT Manufacturing Service Delivery Manager

Capgemini • Cincinnati, OH

6d • $73,000 - $174,000 • Hybrid

About The Position

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same. . We are seeking an experienced Digital Manufacturing - Service Delivery Manager to lead the end-to-end service delivery, support operations, and continuous improvement of critical manufacturing IT applications including MES, LIMS, Veeva, and enterprise/system integrations across global manufacturing plants and laboratories. This role is responsible for ensuring stable, compliant, and high-performing application services that support manufacturing execution, quality operations, laboratory processes, and regulatory business workflows. The Service Delivery Manager will lead support teams, manage vendors and stakeholders, drive operational excellence, and ensure services are delivered in line with agreed SLAs, KPIs, compliance requirements, and business expectations.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Life Sciences, or related discipline
• 10+ years of experience in IT application support, service delivery, or operations management
• 5+ years of experience supporting manufacturing, laboratory, or quality applications in global environments
• Proven experience managing support for platforms such as MES, LIMS, Veeva, or similar regulated enterprise applications
• Experience working in multi-site / multi-region manufacturing operations
• Strong understanding of Manufacturing IT application landscapes, including MES platforms, LIMS applications, Veeva or similar platforms
• Working knowledge of: ERP integration (e.g., SAP)
• Working knowledge of: API/interface support
• Working knowledge of: Data flows between manufacturing, quality, and enterprise systems

Responsibilities

• Own end-to-end service delivery for Manufacturing IT applications, including MES, LIMS, Veeva, and integration platforms
• Ensure stable application operations across multiple plants, labs, and business units globally
• Govern service performance against SLAs, OLAs, KPIs, and contractual commitments
• Drive high-quality support for incidents, service requests, problem management, and minor enhancements
• Oversee L2/L3 application support for manufacturing and quality systems
• Ensure timely triage, prioritization, escalation, and resolution of critical incidents
• Establish structured processes for incident, problem, change, and knowledge management
• Lead root cause analysis (RCA) reviews and track corrective and preventive actions (CAPA)
• Ensure production support readiness during plant operating windows, releases, and critical business cycles
• Manage service delivery across platforms such as MES, LIMS, Integrations
• Serve as the primary IT service delivery contact for plant operations, quality, laboratories, manufacturing, and business stakeholders
• Partner with global and site teams to prioritize support needs, enhancement demand, and operational risks
• Communicate service performance, service risks, outages, and improvement plans to leadership
• Coordinate across cross-functional teams including infrastructure, cybersecurity, vendor teams, product owners, and site IT
• Manage third-party support vendors, system integrators, and strategic application partners
• Ensure vendor accountability for SLA adherence, issue resolution, service quality, and documentation
• Review contract deliverables, support coverage, and service performance metrics
• Drive governance cadence with offshore, nearshore, and on-site support teams
• Oversee application changes, release planning, deployment coordination, and production readiness
• Ensure proper impact assessment, testing, validation, rollback planning, and business communication
• Support onboarding of new plants, acquisitions, and service transitions into steady-state operations
• Lead transition-to-support for new implementations, upgrades, and enhancement releases
• Ensure application services operate in compliance with internal quality standards and regulated environment requirements
• Support audit readiness, validation support, documentation quality, and change control requirements
• Work closely with Quality, Compliance, and CSV/validation teams where applicable
• Monitor operational, security, and compliance risks and develop mitigation plans
• Drive standardization, automation, and optimization of support processes across sites and platforms
• Identify recurring issues, technical debt, and process inefficiencies, and lead improvement initiatives
• Promote knowledge management through SOPs, KB articles, runbooks, and support documentation
• Build a metrics-driven service culture focused on service reliability, user experience, and business value
• Lead global support teams, application analysts, and technical specialists across multiple time zones
• Define team objectives, priorities, operating model, and performance expectations
• Coach team members and build functional capabilities across manufacturing and quality IT domains
• Foster a collaborative, accountable, and customer-focused support culture

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior