IT Service Delivery Specialist

DuPont•Edina, MN

5d•Onsite

About The Position

At DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it’s providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. Discover the many reasons the world’s most talented people are choosing to work at DuPont. Why Join Us | DuPont Careers Job Summary IT Site Champion for a DuPont Manufacturing facility, you will have direct responsibility for the User Support Services team to drive consistent IT service delivery for a highly profitable, complex, and challenging environment. As IT Site Champion, drive the end-to-end accountability within IT to build confidence and trust. Primary responsibilities include ensuring 100% uptime of site critical systems such as data and voice networks, servers and storage, manufacturing computers, and lab equipment. In the event of failure, IT leaders are expected to oversee expediting service restoration and drive continuous improvement to eliminate risks through the RCFA process. Ability to use fact-oriented approaches to problem-solving and a critical thinker. You will participate in on-site, face-to-face, or virtual engagements with key stakeholders, functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards, operating systems, and industry best practices. This position will play an important role in providing input on the design, development and support needed to advance key transformation-based programs, projects, system upgrades in support of continued business growth across our core services. Leading diverse local teams of DuPont employees and contractors, along with vendor management of local and external partners are key to successful site operations. IT Leaders are expected to engage frequently with Site Staff, operations, and business leaders to understand the business needs and service opportunities. Along with local IT activities, Site IT Leaders are expected to support and implement all Corporate IT directives, which will include feedback and guidance on local impact, testing, compliance, etc. Please note candidates must live within a commutable distance to the corporate site. Relocation is not available for this role.

Requirements

Bachelor's degree in computer science, information systems or engineering or related experience
5 + years of experience working in a similar role
Strong leadership with the ability, to work effectively in a complex, manufacturing environment and be the subject matter expert
Strong experience supporting IT Infrastructure, Desktop and Site based IT Services
Knowledge of network operations. Working knowledge of SDWAN technology, switches, and routers. Directs 24X7X365 delivery of support services, ensuring and advocating for stability and network performance. Leads all critical network incidents and proactively monitor and facilitate incident escalations to ensure minimum resolution time and adequate engagement across IT teams
Knowledge of business processes and service delivery with a strong understanding of the integration of business and technology. Understanding IT architecture and systems is a plus.
Strong customer orientation and demonstrated ability to work with people at all levels in an organization.
Develops and implement methods to improve operations and reduce costs using knowledge of operations and industry best practices and innovations.
Ability to lead people and develop highly productive teams.
Excellent Communication Skills: ability to influence internal / external customers, suppliers, and team members to drive best outcome with the ability to deliver complex information to diverse audiences

Nice To Haves

Experience with NIST 800-171 and CMMC is a plus.
Six Sigma certified and ITIL certification is a plus

Responsibilities

Manage Site IT operations with respect to service delivery.
Manage ServiceNow tickets to ensure timely resolution
Point of contact for escalation of critical service tickets.
Manage on-site data center operations (including Servers, Backup Systems, Phone Systems, Network equipment, etc.)
Management of out-of-scope computing systems (Labs, Shop Floor, and possibly process control)
Build local expertise by demonstrating a solution-focused mindset, taking ownership and leaning in to support standardization and service improvements.
Provide escalation support and supplier management to site & business leaders as well as providing direct on-site IT service and support, including proposed design review, facilitate execution, technology upgrades and project work.
Support businesses to adopt new technologies and drive transformation and cost savings initiatives
Ensure customer satisfaction targets are achieved.
Ability to work under pressure with a strong business acumen and customer centric focus
Participate in remote support on-call rotation for manufacturing IT/OT systems
Responsible for Site IT Service delivery, and plans that meet objectives. This also includes receiving services for various IT services.
Understand IT asset portfolio and manage lifecycle according to IT Architectural Standards and plans.
Set proper expectations for your team through regular meetings to meet Corporate and Site-specific IT goals and priorities, Safety and Ethics compliance, etc.
MyAccess Administrator MyAccess requests and approvals (unique to some sites)
Responsible for monitoring, reviewing, and scheduling IT workflow for your site(s) through the Service Desk management tool (SOM).
Develop, update and provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self-assessments, sustainable disaster recovery and business continuity, and protecting information systems.