Service Delivery Manager
1 month ago
Job Summary
The Service Delivery Manager for Manufacturing Execution Systems will be responsible for the end users support for the digital tools used by the Supply Chain and Operations functions for the business. In close collaboration between other IT stakeholders, business process owners, and other manufacturing leaders, this role is responsible for the overall end users experience of the MES solution, which includes GE Proficy and other applications related to manufacturing operations management.
Key Responsibilities
- Consistently provide best in class end user support for manufacturing operations management and operation technology (OT) solutions, including manufacturing execution systems (MES).
- Oversee your team's tickets, ensuring timely response and resolution of support requests and incidents within agreed upon service level agreements.
- Implement and document IT support policies/procedures/escalations that standardize routine service delivery and paths to fulfillment.
- Manage and update 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 the team's performance, developing metrics that capture the effectiveness of your team, and continuously improve process and procedure to drive change within your team's efficacy.
- Manage and oversee a large team of IT support staff both in/outside India.
Requirements
- Bachelor's degree in Computer related field.
- Eight (8) years of progressive responsibilities in IT.
- Two (2) years of experience in 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 all components of enterprise architecture.
- Experience using General Electric's (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 and/or, PMI certification.
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