Service Delivery Manager for Manufacturing Operations

3 weeks ago


Bengaluru, Karnataka, India Veolia Full time

Job Title: Service Delivery Manager for Manufacturing Operations

Company Overview:

Veolia is a global leader in water recovery, treatment, and reuse, serving over 50,000 customers worldwide and treating over 11 million cubic meters of water daily.

Job Summary:

The Service Delivery Manager for Manufacturing Operations will oversee the end-user support for digital tools used by the Supply Chain and Operations functions, ensuring a seamless user experience for the MES solution, including GE Proficy and other applications.

Key Responsibilities:

  • Provide best-in-class end-user support for manufacturing operations management and OT solutions.
  • Oversee team tickets, ensuring timely response and resolution within agreed service level agreements.
  • Implement and document IT support policies and procedures to standardize routine service delivery.
  • Manage IT assets, software, documentation, processes, communications, vendors, credentials, and technology solutions.
  • Communicate with third-party vendors and managed services providers to address technical issues and escalate problems as necessary.
  • Regularly review team performance, develop metrics to capture effectiveness, and continuously improve processes and procedures.
  • Manage and oversee a large team of IT support staff globally.

Requirements:

  • Bachelor's degree in a computer-related field.
  • Eight years of progressive responsibilities in IT.
  • Two years of experience managing an IT Support/Help Desk Team.
  • Experience managing an IT Support/Help Desk Team on a 24x7 schedule.
  • Experience managing IT resources geographically dispersed.
  • Experience working with global teams in multiple time zones.
  • Experience working with a managed services provider for daily resolution of issues.

Preferred Qualifications:

  • Knowledge of enterprise architecture components.
  • Experience using GE Proficy.
  • Experience with International Standards of Automation (ISA) framework.
  • Excellent project management, planning, and organizational skills.
  • Experience in business strategy development.
  • Knowledge and experience in water technology, utility, engineering, or manufacturing environment.
  • Experience with business process design.
  • Preferred global experience.
  • Agile or PMI certification.


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