IT Service Delivery Manager
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Position Summary
The IT MOS (Manufacturing Operations Systems) Service Delivery Manager (SDM) is responsible for end-to-end ownership of service processes and systems that support Assembly & Test Operations (ATO) manufacturing sites. The role focuses on standardizing and delivering of factory-facing processes and services, ensuring operational stability, and enabling scalable, compliant, and efficient manufacturing services across global sites.
Reporting Structure
Direct reports to: IT MOS Leadership.
Dotted report to: Manufacturing Site Leadership
Responsibilities
Key Responsibilities
• Own, execute and deliver manufacturing systems service processes and workflows for ATO and MOS environments
• Define and document as-is and to-be MOS system (and the corresponding business) processes workflows and controls
• Translate manufacturing needs into clear business and system requirements
• Drive global standardization of ATO/MOS service processes across sites
• Lead change management activities through Change Control Board (CCB)
• Support major incident management (MIM) and escalation readiness
• Ensure service KPIs, compliance, and audit readiness are maintained
Systems & Tools Supported
• Manufacturing Systems: MES, Planning & Scheduling System, Quality Control System
• Equipment Interface: SECS/GEM (OEE, Recipe, Data Collection etc.)
• Reporting Tools: Tableau, Power BI
• Oracle Fusion EBR
• SysAid Ticketing System and SharePoint
Qualifications
Required Skills & Experience
• Strong English proficiency
• Strong leadership and execution
• Strong understanding of manufacturing and factory operations
• Experience supporting manufacturing operations systems environments
• Process re-engineering and service design expertise
• Ability to operate in high-impact, incident-driven environments
• Strong cross-functional communication and stakeholder management skills
• Project Management, 8D & Kaizen methodology
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