Service Delivery Manager - MES

Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design and supply a range of water systems, from food and beverage applications, to municipal water, to microelectronics ultrapure water and heavy industrial wastewater treatment. We serve more than 50,000 customers worldwide and treat more than 11 million cubic meters of water every day. We simply aim to be the benchmark company for ecological transformation across the world.

At WTS, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We are an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace. We offer challenging and meaningful careers, with competitive benefits and flexible work arrangements.

The Service Delivery Manager for Manufacturing Execution Systems (MES) will be responsible for the end users support for the digital tools used by the Supply Chain and Operations functions for the business.  In close collaboration between other IT stakeholders, business process owners, and other manufacturing leaders, this role is responsible for the overall end users experience of the MES solution, which includes GE Proficy and other applications related to manufacturing operations management.  

Key Characteristics: 

• Consistently provide best in class end user support for manufacturing operations management and operation technology (OT) solutions, including manufacturing execution systems (MES).

• Oversee your team’s tickets, ensuring timely response and resolution of support requests and incidents within agreed upon service level agreements.

• Implement and document IT support policies/procedures/escalations that standardize routine service delivery and paths to fulfillment.

• Manage and update  IT Assets, Software, Documentation, Processes, Communications, Vendors, Credentials, and Technology Solutions.

• Communicate with third-party vendors and managed services providers to address technical issues and escalate problems as necessary.

• Regularly review the team’s performance, developing metrics that capture the effectiveness of your team, and continuously improve process and procedure to drive change within your team’s efficacy.

• Manage and oversee a large team of IT support staff both in/outside India.

Duties & Responsibilities:  

• Assist internal end users and stakeholders, on-site or remotely, with technical support of hardware, software, applications, permissions, approvals, vendors, processes, and related technologies and procedures.

• Work proactively to verify that systems are working properly and follows-up as necessary after service calls or service requests to ensure resolution.

• Work with team members and other members of the global teams such as, infrastructure, security, cloud, and applications, teams to prioritize workload.

• Assist in ensuring compliance with established company standards and policy regarding the use of technical resources.

• Collaborate with external application and hardware maintenance and support partners to meet service level agreements.

• Business and IT stakeholders management.

• Perform other duties as assigned.

Hard Skills:

• Experience managing an IT Support/Help Desk Team on a 24x7 schedule.

• Experience supporting group policies, conditional access policies, and on-premises, hybrid cloud based objects.

• Experience supporting manufacturing environments. 

• Great understanding of networking concepts including IP addressing, switching, routing, and basic firewall concepts.

• Must be a self-starter and able to work efficiently without direct supervision.

• Must work effectively in a team environment and with individuals at all levels of the organization.

• Proven ability to always display a professional and respectful demeanor.

• Ability to troubleshoot and problem-solve complex technical IT issues.

• Ability to maintain confidentiality of sensitive information.

• Excellent communication skills, both verbal and written.

Soft Skills:

• Inclusive: Passion for working in different cultures and environments, in a collaborative organization with a diversity team.

• Team Player: Ability to work with others toward a shared goal, participating actively, accountable and committed to the entire team respecting peers, leadership, stakeholders, and clients.                                             

• Inspirational: Excellent oral and written communication skills: Communicate clearly and professionally with Supply Chain and Finance professionals within the organization being able to inspire others. 

• Decision Maker: Challenge the status quo and make decisions based on your role to be an effective problem solver and use critical thinking skills to find new ideas and connect them to provide the best practices and tools to our stakeholders and clients.

• Flexibility: Adapt and respond to the changing environment and to constructively create opportunities for change through active participation. Continuous learning and curiosity.

• Proven ability to lead and influence people, both directly and indirectly, Able to lead/execute change

Required:

• Bachelor’s degree in Computer related field.

• Eight (8) years of progressive responsibilities in IT.

• Two (2) years of experience in managing an IT Support/Help Desk Team.

• Experience managing an IT Support/Help Desk Team on a 24x7 schedule.

• Experience managing IT resources geographically dispersed.

• Experience working with global teams in multiple time zones.

• Experience working with a managed services provider for daily resolution of issues.

Preferred:

• Knowledge of all components of enterprise architecture

• Experience using General Electric’s (GE) Proficy

• Experience with International Standards of Automation (ISA) framework

• Excellent project management, planning, and organizational skills

• Experience in business strategy development

• Knowledge and experience in water technology, utility, engineering, or manufacturing environment

• Experience with business process design

• Preferred global experience

• Agile and /or, PMI certification

Working Conditions available for travel up to 10%

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.