IT Service Delivery Manager – Manufacturing Operations Support

Cinter Career•Greensboro, NC

2d•Onsite

About The Position

We are seeking an experienced IT Service Delivery Manager to lead IT service delivery for manufacturing operations, specifically supporting Siemens Opcenter (MOM/MES) applications. This role serves as the primary IT contact for plant operations, ensuring IT services align with production schedules and business Service Level Agreements (SLAs). The position involves managing critical IT service management processes, driving continuous improvement through Kaizen initiatives, and leading a team of operations support professionals. The ideal candidate will have a strong background in manufacturing IT environments and a passion for operational excellence.

Requirements

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.
Ability to negotiate and manage stakeholder expectations effectively.

Nice To Haves

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.
Experience working in global or cross-cultural environments is preferred.

Responsibilities

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.