IT Service Manager - Operations Support at PROLIM Corporation

IT Service Manager - Operations Support Greensboro, North Carolina (Onsite) Description The IT Service Delivery Manager leads the operations support for Siemens MOM/Opcenter applications (and related integrations with MES/PLC/SCADA/ERP), ensuring reliable production performance, disciplined service management, and data-driven reporting to business and plant leadership. The role owns incident/problem/change/release processes, champions continuous improvement (Kaizen) with measurable benefits, and translates operational realities into clear executive reporting and improvement proposals that raise uptime, throughput, quality, and cost efficiency. The manager fosters people, standardizes processes, and partners with plant operations to ensure technology reliably enables manufacturing performance. 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. Requirements 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. Position Type / Expected Hours Occasional evening/weekend work as business and production demands.