Manufacturing Operations Support Service Delivery Manager

Location

Job Type

40.00 - 43.00

Deadline

Not specified

Education

Bachelor's Degree

Experience

Junior (1-3 years)

Location: Greensboro, North Carolina
Job Type: Contract-to-Hire
Schedule: Monday–Friday | 8:00 AM–5:00 PM
Department: Engineering / Manufacturing IT
Experience: 2+ Years

We are seeking an experienced Manufacturing Operations Support Service Delivery Manager to lead IT service delivery and application support within a fast-paced manufacturing environment.

This position will serve as a key liaison between manufacturing operations and IT
, ensuring reliable performance of business-critical manufacturing applications and technology services. The role will have a strong focus on Manufacturing Operations Management (MOM), Manufacturing Execution Systems (MES), and Siemens Opcenter environments.

The Service Delivery Manager will be responsible for maintaining production-support services, managing incidents and problems, coordinating application changes and releases, improving operational processes, and ensuring technology services align with plant production requirements and established service levels.

The ideal candidate will have a combination of manufacturing IT experience, MES/MOM application support, IT service management, technical troubleshooting, team leadership, stakeholder management, and continuous improvement experience
.

• Serve as the primary IT service delivery contact supporting plant and manufacturing operations.
• Provide leadership and oversight for operational support of MOM/MES applications, including Siemens Opcenter
  .
• Ensure manufacturing applications and IT services support production uptime, quality, efficiency, and operational requirements.
• Coordinate IT service priorities with plant production schedules and business requirements.
• Establish and maintain appropriate SLAs, OLAs, service expectations, and escalation procedures
  .
• Monitor application and service performance and proactively identify operational risks.
• Work closely with production, maintenance, quality, engineering, and planning teams to resolve technology-related issues.
• Ensure appropriate support coverage is available for business-critical manufacturing applications.

• Manage and continuously improve Incident, Service Request, Problem, Change, and Release Management processes.
• Lead response activities for high-priority and major incidents affecting manufacturing operations.
• Coordinate technical teams, vendors, business users, and management during production-impacting incidents.
• Perform and facilitate root cause analysis (RCA) for recurring or high-impact incidents.
• Develop corrective and preventive action plans and track them through completion.
• Ensure incidents are properly documented, categorized, prioritized, escalated, and resolved.
• Identify recurring support issues and implement long-term solutions to reduce repeat incidents.
• Monitor operational KPIs such as MTTR, first-time fix rate, ticket backlog, incident trends, application availability, and change success rate
  .
• Communicate incident status, business impact, resolution progress, and recovery plans to stakeholders.

• Support business-critical Manufacturing Operations Management and Manufacturing Execution System applications
  .
• Provide operational oversight for Siemens Opcenter and related manufacturing applications.
• Coordinate troubleshooting of application, integration, configuration, and production-support issues.
• Work with technical teams to identify application defects, performance issues,…