IT Manufacturing Service Delivery Manager

IT Manufacturing Service Delivery Manager

At Capgemini Engineering, 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.

Location: Cincinnati OH / Hybrid / Remote

Job Description: 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.

Your Role:

1. Service Delivery Management

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

2. Application Support & Operations

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

3. Platform Oversight

Manage service delivery across platforms such as MES, LIMS, Integrations

4. Business Relationship & Stakeholder Management

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

5. Vendor & Partner Management

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

6. Change, Release & Transition Management

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

7. Compliance, Quality & Risk Management

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

8. Continuous Improvement & Service Excellence

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

9. Leadership & Team Management

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

Your Skills and Experience:

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) API/interface support Data flows between manufacturing, quality, and enterprise systems

The base compensation range for this role in the posted location is $73,000 - $174,000/year. Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity. It is not typical for candidates to be hired at or near the top of the posted compensation range. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws. Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 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 Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation. Disclaimers Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during