IT Service Delivery Coordinator

1 week ago

Crystal Springs, Mississippi, United States Hitachi Energy Full time

Overview:

Hitachi Energy Transformers- Business Solutions IT Organization is on the lookout for a dedicated Factory IT Solutions Manager who will oversee comprehensive service delivery at the site, aiming to enhance value and drive business growth.

Core Responsibilities:

As the Site IT Solutions Manager, you will be tasked with developing and delivering tailored IT solutions and services that align with business needs. This involves collaborating with Site Business Unit leaders, application owners, and IT stakeholders on various IT-related matters.

Your role encompasses ensuring that all IT infrastructure and applications are effectively implemented at the site, along with managing ticketing systems and escalations.

The Site IT Solutions Manager serves as the primary escalation point and is responsible for managing local business relationships concerning IT service performance. You will aggregate demand for new and enhanced IT services required by the business, ensuring overall satisfaction with IT offerings.

In this capacity, you will lead site IT professionals, manage vendor relationships, and ensure adherence to service delivery processes and procedures to meet organizational goals.

Your Key Duties:

  • Lead the Site IT team/resources at the factory or Hitachi Energy location.
  • Act as the primary contact for IT suppliers and CDC teams regarding IT-related issues.
  • Oversee Ticket Management, Ticket Triage, and Escalation processes.
  • Provide on-site infrastructure support and delivery.
  • Maintain governance and security protocols on-site.
  • Gather and manage business requirements for the factory/office.
  • Oversee IT Build project management initiatives.
  • Serve as the first line of support and governance for applications.
  • Ensure operational management of IT/OT Cybersecurity for OT assets.
  • Respond promptly to cybersecurity emergencies.
  • Plan and manage the IT budget and cost control for the factory/site.
  • Ensure machine connectivity with core network switches.
  • Coordinate specific applications and vendor management for software and network connectivity.
  • Facilitate access to relevant applications for the factory or Hitachi Energy site.
  • Ensure proper organization, staffing, and direction of responsibilities with HR support.
  • Guide, motivate, and develop both direct and indirect reports within HR policies for mutual benefit.
  • Work full-time on-site at the assigned factory or location.
  • Embody Hitachi Energy's core values of safety and integrity, taking responsibility for your actions while caring for colleagues and the business.

Qualifications:

  • Bachelor's degree in Computer Science or Engineering preferred, or 10+ years of experience in Information Systems.
  • Must possess work authorization to be employed by Hitachi Energy in the United States.
  • Minimum of 5 years of prior experience in IT.
  • Fluent in English with good local language skills relevant to the primary country of responsibility.
  • At least 2 years of experience managing complex global projects.
  • Experience in process management, business process improvement, or value stream mapping.
  • Familiarity with manufacturing operations methods, processes, and change management is advantageous.
  • Proficient in handling complex stakeholder scenarios and cross-functional problem-solving, with a strong understanding of IT procedures and policies, as well as end-to-end business processes.
  • Flexibility to manage multiple shifts of IT resources in a factory setting.

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