Information Technology Service Delivery Manager

2 months ago

Raleigh, United States Hitachi Energy Full time

Job Role Overview:

As IT Service Delivery Manager (SDM), you are responsible for building and providing specific IT Solutions/Services interfacing the business, consulting with the Site BU leads, business application owners and IT stakeholders on IT-related topics.

Role is responsible for ensuring all IT infrastructure and applications are delivered to the site as well as management of Ticket Management and Escalations.

The Site IT SDM is the key point of escalation and is accountable for local business relationship management for IT service performance; you are responsible for aggregating demand for new and improved IT services required by the business and ensuring overall business satisfaction with IT services.

In this role, you lead site IT professionals, managing vendor relationships, and ensuring that service delivery processes and procedures are followed to meet the organization's objectives.



Your Responsibilities

• Manage the Site IT team/ resources in the factory or Hitachi Energy site​

• Act as a point of contact for IT supplier and CDC teams​ for IT related topics

• Ensure the Ticket Mgt, Ticket Triage and Escalation

• Provide Infrastructure support/ delivery onsite​

• Maintain Governance and security onsite​

• Collect and manage the demand business requirements for factory / office​

• Provide IT Build project management​

• Provide a first line support and governance​ for applications

• Ensure OT Asset IT/OT Cybersecurity operational management​

• Ensure First response for Cybersecurity emergency

• Plan and manage factory/ site IT Budget and cost control

• Ensure Machine Connectivity with network core switches.

• Manage specific applications and vendor coordination on software and network connectivity. (PLC programming out of scope)​

• Ensure access to relevant applications for the factory or Hitachi Energy site

• Ensures (with HR support) that the area of responsibility is properly organized, staffed, skilled and directed.

• Guides, motivates and develops direct and indirect subordinates within HR policies, for the benefit of both company and the employee

• Factory/ Site IT Site Delivery Managers- Work Onsite to the site or factory your assigned to full time.


Your Experience:

• Bachelor’s degree in Computer Science or Engineering preferred, or 10+ years of experience in Information Systems.

• 5+ years prior experience in IT

• 2+ years prior experience in IT management role

• Fluent English communication skills & good local language skills of the major country of responsibility

• 2 years of experience in project management of complex global projects.

• Experience in process management, business process improvement, business process management, or value stream mapping.

• Experience with manufacturing operations methods, process, and change management is an advantage.

• Experience in complex stakeholder scenarios, cross-functional problem solving and advanced understanding of IT procedures and policies, together with end-to-end business processes knowledge.

• Flexibility to manage multiple shifts of IT resources in a factory environment.


Tools:

• MS Office Products​-Excel, Word, SharePoint, Teams, Outlook

• SNOW Service Now Enterprise IT Management Platform.

• Microsoft DevOps, Microsoft Azure

• SAP​ S4Hana

• Information/Data & Analytics/Business Intelligence


Methodologies:

• ITIL​

• L6S​

• PM/Agile PM

• COBIT

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