Service Delivery Manager for Manufacturing Operations
3 weeks ago
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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