Manufacturing Operations Support Service Delivery Manager
- Compensation
- Not disclosed
- Location
- Greensboro, North Carolina, United States
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 2+ years
- Category
- Project management
- Posted
Skills
Must have
- 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.
Nice to have
- 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.
Full description
About TTS-US:
Founded in 2011, Toyota Tsusho Systems US, Inc. (TTS-US) is a Toyota group company, that develops IT solutions wherever global businesses operate. Transforming into a technology and mobility company, TTS-US with it's 8 TTS affiliates worldwide is establishing a secure and resilient Toyota global value chain. The creative capacity to forge such limitless business opportunities is one of the strengths of Toyota Tsusho Systems.
Position Summary:
We are seeking a highly motivated and experienced Manufacturing IT Service Delivery Manager - Operations Support with minimum 2 years of experience to join our dynamic digital solution manufacturing team. This position is ideal for a candidate with experience leading IT service delivery in manufacturing environments, particularly supporting MOM/MES (Siemens Opcenter) applications, who excels at driving operational stability, process maturity, and continuous improvement through strong leadership and stakeholder collaboration. The successful candidate will be responsible for overseeing end‑to‑end service operations including incident/problem/change/release management, managing application updates and integrations, delivering data‑driven operational reporting, leading Kaizen initiatives, and ensuring reliable system performance that supports production uptime, quality, and efficiency.
RequirementsEssential Functions: 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.