IT Service Delivery Manager - Operations Support

Are you ready to lead IT operations that drive manufacturing excellence? We re looking for an experienced IT Service Delivery Manager to ensure seamless support for Siemens MOM/Opcenter applications and optimize production performance. You will ensure reliable production performance, manage incident/problem/change/release processes, and drive continuous improvement with measurable results. Partnering with plant leadership, you ll translate operational challenges into clear, data-driven insights to enhance uptime, throughput, quality, and cost efficiency. You ll also standardize processes, foster teamwork, and ensure technology reliably supports manufacturing excellence.

Key Responsibilities

• Service Delivery & Operations:
• Serve as the primary IT contact for plant operations on MOM/Opcenter; align service priorities to production schedules and business SLAs/OLAs.
• Own and mature Incident, Request, Problem, Change, and Release processes; maintain performance against MTTR, first time fix, backlog health, and change success rate.
• Lead major incident command, root cause analysis, corrective actions, and executive communication; ensure lessons learned are institutionalized.
• Application & Integration Management:
• Plan, schedule, and execute configuration updates, patches, and releases for MOM/Opcenter and key integrations.
• Collaborate with application vendors and internal engineering to capture requirements, validate solutions, and deliver secure, compliant deployments.
• Explain architecture and change impacts to non technical stakeholders in clear business terms.
• Operational Reporting & Executive Communication
• Establish a reporting framework (weekly operations, monthly service reviews) detailing incidents, root cause themes, availability, capacity, change/release outcomes, user satisfaction, and cost to serve.
• Present concise, business relevant updates to plant leadership and executives; ensure transparency of risk, remediation plans, and delivered value.
• Continuous Improvement (Kaizen) & Proposals:
• Lead Kaizen initiatives to improve reliability, efficiency, and user experience; foster team wide participation and share best practices.
• Develop improvement proposals with quantified benefits (e.g., downtime reduction, throughput/quality gains, ticket volume decrease, cost avoidance) and track realized outcomes versus targets.
• Standardize policies/SOPs while ensuring compliance with standards and regulations.
• People Leadership & Culture:
• Lead and coach the operations support team; set vision, objectives, and development plans; mentor for performance and career growth.
• Build a collaborative, ethical culture that promotes accountability, continuous learning, and high morale; ensure compliance with company policies and applicable regulations.
• Stakeholder & Customer Engagement:
• Maintain strong relationships with operations, quality, maintenance, engineering, and production planning; ensure responsive, solution oriented service.
• Identify opportunities to expand business value through automation, data visibility, and process optimization; align initiatives to operational goals.
  

Qualifications And Skills

• 5 years in IT operations/service management, including on-site manufacturing support and application management for MOM/MES or relevant domain.
• Demonstrated leadership of teams delivering technical support and service improvements in a manufacturing environment.
• Strong analytical and problem-solving skills; proven ability to drive root-cause and preventative actions.
• Excellent communication & reporting skills, ability to communicate clearly to management, users, and peers.
• Proficiency with ticket systems and Microsoft Office; familiarity with web-based business tools.
• Hands-on or solid understanding of application development methodologies and DevOps practices supporting reliable releases.
  
  

Additional Requirements

• Large/remote team leadership; ability to follow/enforce processes and security guidelines, and communicate them effectively to users.
• Strong organization and time management; reliable, professional work ethic; commitment to exceptional customer service and prompt ticket resolution.
• Effective negotiation and expectation management with internal/external stakeholders.
• Attention to detail and a commitment to delivering high-quality work.
• Experience working in global/cross-cultural environments.
  
  

Benefits

• 401(k).
• Dental Insurance.
• Health insurance.
• Vision insurance.
• We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
• The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
  
  

Additional Responsibilities

• Participate in OP monthly team meetings and participate in team-building efforts.
• Contribute to OP technical discussions, peer reviews, etc.
• Contribute content and collaborate via the OP-Wiki/Knowledge Base.
• Provide status reports to OP Account Management as requested.
  
  

About Us

At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields including AI, cyber security, enterprise architecture, and beyond. For nearly two decades, we ve been challenging the status quo of the consulting industry serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward.