Manufacturing Operations Support Service Delivery Manager

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)

About the Role

Manufacturing Operations Support Service Delivery Manager

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

About the Role

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 .

Key Responsibilities

IT Service Delivery & Manufacturing Operations Support

• 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.

Incident, Problem & Change Management

• 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.

MOM/MES Application Support

• 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, integration failures, and process gaps.
• Collaborate with users and manufacturing stakeholders to understand operational requirements and application needs.
• Ensure application issues are resolved with minimal disruption to production operations.

Application Change, Release & Integration Management

• Plan and coordinate application configuration changes, patches, upgrades, releases, and integrations.
• Work closely with application development teams, infrastructure teams, engineering groups, security teams, and external vendors.
• Coordinate testing, validation, deployment, and post-production support for application changes.
• Ensure releases follow established change-management and operational-control processes.
• Assess potential production impact before implementing application or system changes.
• Support secure and reliable deployment of manufacturing application enhancements.
• Maintain appropriate documentation for application configurations, changes, releases, integrations, and operational procedures.
• Communicate technical changes and potential business impacts clearly to both technical and non-technical stakeholders.

Service Performance & Operational Reporting

• Develop and maintain weekly operational reports and monthly service reviews.
• Track incidents, problems, changes, service requests, application availability, capacity, user satisfaction, and support performance.
• Identify trends and recurring operational issues through service data and analytics.
• Develop dashboards and metrics that provide visibility into overall service health.
• Present service performance, risks, issues, improvement plans, and accomplishments to plant leadership and management.
• Provide concise executive-level updates regarding service delivery and operational performance.
• Ensure service metrics are aligned with business objectives and manufacturing requirements.
• Lead Kaizen and continuous improvement initiatives related to manufacturing IT support and service delivery.
• Identify opportunities to improve system reliability, operational efficiency, user experience, and support processes.
• Analyze service data to identify recurring problems and improvement opportunities.
• Develop improvement proposals with measurable operational or business benefits.
• Establish performance targets and track results against expected outcomes.
• Identify opportunities for automation and process optimization.
• Improve data visibility and reporting to help manufacturing teams make better operational decisions.
• Standardize support processes, policies, procedures, documentation, and SOPs.
• Promote proactive problem prevention rather than reactive incident resolution.
• Lead, coach, and support members of the operations and application-support teams.
• Establish clear objectives, responsibilities, priorities, and performance expectations.
• Promote accountability, collaboration, customer service, and continuous learning.
• Support employee development and technical knowledge growth.
• Ensure appropriate knowledge transfer and documentation across support teams.
• Encourage cross-functional collaboration between IT, engineering, and manufacturing teams.
• Build a service culture focused on reliability, responsiveness, quality, and customer satisfaction.
• Develop strong working relationships with manufacturing operations, production planning, quality, maintenance, engineering, IT, and business leadership.
• Serve as a trusted technology partner for plant stakeholders.
• Communicate technical issues in clear business terms and explain potential operational impacts.
• Manage stakeholder expectations regarding priorities, timelines, risks, and service capabilities.
• Coordinate with external vendors and technology partners when additional technical support is required.
• Facilitate discussions between business users and technical teams to ensure requirements are clearly understood.
• Identify opportunities where technology, automation, data, or application improvements can create additional business value.

Requirements

Required Qualifications

• 2+ years of experience in IT operations, application support, service delivery, service management, or a related technical role.
• Experience supporting IT applications within a manufacturing or plant environment .
• Experience supporting MOM, MES, manufacturing applications, or related operational technology systems .
• Experience managing incidents, problems, changes, releases, and service requests.
• Strong understanding of IT service management and operational-support processes.
• Experience leading technical support teams or coordinating cross-functional technical resources.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Experience performing root cause analysis and implementing corrective and preventive actions.
• Ability to manage multiple priorities in a production-focused environment.
• Strong written and verbal communication skills.
• Ability to communicate effectively with technical teams, business users, vendors, and senior management.
• Experience with ticketing and IT service management platforms.
• Proficiency with Microsoft Office and common business productivity tools.
• Familiarity with web-based enterprise applications.
• Understanding of application development methodologies and software lifecycle processes.
• Understanding of DevOps practices supporting application deployment and reliable production releases.

Education

Bachelor’s degree in one of the following or a related discipline is preferred:

• Computer Science
• Electrical Engineering
• Mechanical Engineering
• Information Technology
• Information Systems

Equivalent professional experience may also be considered.

Preferred Qualifications

• Strong experience with MES/MOM platforms in a manufacturing environment.
• Experience supporting production-critical applications in automotive or advanced manufacturing environments.
• Experience managing large, distributed, or remote technical support teams.
• Knowledge of ITIL or other IT service management frameworks.
• Experience with major incident management and production outage coordination.
• Understanding of manufacturing processes, production workflows, quality systems, and plant operations.
• Experience with application integrations and enterprise manufacturing systems.
• Knowledge of security guidelines and operational technology standards.
• Experience developing operational dashboards, KPIs, and management reports.
• Experience leading Kaizen or other continuous improvement initiatives.
• Strong organizational and time-management abilities.
• Excellent customer-service and ticket-resolution skills.
• Ability to negotiate priorities and manage expectations across multiple stakeholder groups.
• Experience working with global teams or in cross-cultural environments.
• Strong attention to detail and commitment to delivering high‑quality IT services.

Ideal Candidate

The ideal candidate is a service-oriented manufacturing IT professional who understands the importance of application availability and production uptime.

Successful candidates will have experience working directly with manufacturing users and technical teams while supporting production‑critical applications. They should be comfortable managing incidents, coordinating application changes, analyzing recurring problems, communicating with plant leadership, and driving continuous improvement.

Candidates with direct experience supporting Siemens Opcenter, MES, MOM, or similar manufacturing execution platforms will be particularly well suited for this opportunity.

The strongest candidates will bring a combination of:

Manufacturing IT + MES/MOM + Siemens Opcenter + IT Service Management + Incident/Problem Management + Application Support + Root Cause Analysis + Service Delivery + Team Leadership + Continuous Improvement.

What You’ll Bring

You will bring a customer-focused and proactive approach to manufacturing IT operations. You should be comfortable working in an environment where technology directly impacts production and where timely incident resolution, clear communication, and reliable service delivery are essential.

This is an excellent opportunity for an IT service delivery professional who enjoys working closely with manufacturing operations and wants to take ownership of critical applications, service performance, operational improvements, and stakeholder relationships.

Skills

ApplicationSupport IncidentManagement ITOperations ITSM Manufacturing MES ProblemManagement ServiceDeliveryManager SiemensOpcenter SmartManufacturing