IT Service Delivery Manager Manufacturing Operations Support

Our Client:

A leading provider of industrial technology services is seeking an IT Service Delivery Manager Operations Support. This role offers the chance to lead end-to-end service delivery for manufacturing-critical systems, drive continuous improvement with measurable impact, and advance your career in a high-ownership environment that supports uptime, throughput, quality, and cost efficiency.

Position:

IT Service Delivery Manager Operations Support Duration:

1 year (contract to perm)

Location:

Greensboro, North Carolina, United States Work Arrangement:

On-site in 2-4 days a week

Role Summary:

Join a dynamic team that ensures Siemens MOM/Opcenter applications and their integrations with

MES/PLC/SCADA/ERP

consistently support factory performance. You ll own incident/problem/change/release processes, lead major incident response and root-cause efforts, and translate operational realities into clear, executive-level reporting. By driving Kaizen initiatives and data-backed improvement proposals, you ll help raise reliability and reduce downtime while strengthening the partnership between IT and plant operations. You ll also mentor and standardize how the operations support team delivers service with accountability and customer focus.

Responsibilities:

Serve as the primary IT contact for plant operations; align priorities to production schedules and SLAs/OLAs Own and mature Incident, Request, Problem, Change, and Release processes; track MTTR, first-time fix, backlog health, and change success rate Lead major incident command, root cause analysis, corrective actions, and executive communications Plan, schedule, and execute configuration updates, patches, and releases for MOM/Opcenter and key integrations Collaborate with vendors and engineering to validate secure, compliant deployments and capture requirements Build weekly/monthly reporting for availability, capacity, release outcomes, satisfaction, and cost-to-serve Lead Kaizen initiatives with quantified benefits and track realized outcomes vs targets Coach the operations support team and standardize SOPs while ensuring compliance Partner with operations, quality, maintenance, engineering, and production planning to deliver responsive solutions

Ideal Candidates Will Have:

Manufacturing IT service delivery experience with on-site support responsibilities Demonstrated leadership delivering technical support and driving service improvements Experience presenting concise, business-relevant updates to leadership and executives A continuous improvement mindset focused on measurable reliability and efficiency gains

Required Skills/Experience:

2+ years in IT operations/service management (manufacturing support and application management) Proven root-cause and preventative action leadership in a service environment Strong communication and executive reporting skills Proficiency with ticket systems and Microsoft Office Solid understanding of DevOps/release practices supporting reliable deployments

Other Skills:

Familiarity with Microsoft-focused business tools and web-based systems Experience working in global/cross-cultural environments Strong organization, time management, and customer-service orientation

Important Notes:

Occasional evening/weekend work as business and production demands.

Calance Consultant Benefits Offerings:

EPO/PPO Medical Plan (Anthem) HMO/PPO Dental programs (Anthem) - Vision - VSP (MetLife) 401K VOYA Retirement vesting program Who is Calance? Calance is a global IT company with operations in the United States, Canada, and India. Over the years, Calance has grown organically and has acquired numerous successful IT Services firms along the way. As a result, the company today is a mix of diverse cultures, talents, and expertise that collaborate globally to bring our best capabilities and thinking to clients. Calance also offers benefits which includes Medical, Dental, Vision care, and 401K. Calance - the place to grow. www.calance.com