IT Manufacturing Service Delivery Manager

About the role

We are seeking an experienced Digital Manufacturing - Service Delivery Manager to lead the end-to-end service delivery, support operations, and continuous improvement of critical manufacturing IT applications including MES, LIMS, Veeva, and enterprise/system integrations across global manufacturing plants and laboratories.

Responsibilities

• Own end-to-end service delivery for Manufacturing IT applications, including MES, LIMS, Veeva, and integration platforms
• Ensure stable application operations across multiple plants, labs, and business units globally
• Govern service performance against SLAs, OLAs, KPIs, and contractual commitments
• Drive high-quality support for incidents, service requests, problem management, and minor enhancements
• Oversee L2/L3 application support for manufacturing and quality systems
• Ensure timely triage, prioritization, escalation, and resolution of critical incidents
• Establish structured processes for incident, problem, change, and knowledge management
• Lead root cause analysis (RCA) reviews and track corrective and preventive actions (CAPA)
• Ensure production support readiness during plant operating windows, releases, and critical business cycles
• Manage service delivery across platforms such as MES, LIMS, Integrations
• Business Relationship & Stakeholder Management
• Serve as the primary IT service delivery contact for plant operations, quality, laboratories, manufacturing, and business stakeholders
• Partner with global and site teams to prioritize support needs, enhancement demand, and operational risks
• Communicate service performance, service risks, outages, and improvement plans to leadership
• Coverage, escalation, and service performance metrics
• Vendor & Partner Management
• Manage third-party support vendors, system integrators, and strategic application partners
• Ensure vendor accountability for SLA adherence, issue resolution, service quality, and documentation
• Review contract deliverables, support coverage, and service performance metrics
• Drive governance cadence with offshore, nearshore, and on-site support teams
• Change, Release & Transition Management
• Oversee application changes, release planning, deployment coordination, and production readiness
• Ensure proper impact assessment, testing, validation, rollback planning, and business communication
• Support onboarding of new plants, acquisitions, and service transitions into steady-state operations
• Lead transition-to-support for new implementations, upgrades, and enhancement releases
• Compliance, Quality & Risk Management
• Ensure application services operate in compliance with internal quality standards and regulated environment requirements
• Support audit readiness, validation support, documentation quality, and change control requirements
• Monitor operational, security, and compliance risks and develop mitigation plans
• Continuous Improvement & Service Excellence
• Drive standardization, automation, and optimization of support processes across sites and platforms
• Identify recurring issues, technical debt, and process inefficiencies, and lead improvement initiatives
• Promote knowledge management through SOPs, KB articles, runbooks, and support documentation
• Build a metrics-driven service culture focused on service reliability, user experience, and business value
• Leadership & Team Management
• Lead global support teams, application analysts, and technical specialists across multiple time zones
• Define team objectives, priorities, operating model, and performance expectations
• Coach team members and build functional capabilities across manufacturing and quality IT domains
• Foster a collaborative, accountable, and customer-focused support culture

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Life Sciences, or related discipline
• 10+ years of experience in IT application support, service delivery, or operations management
• 5+ years of experience supporting manufacturing, laboratory, or quality applications in global environments
• Proven experience managing support for platforms such as MES, LIMS, Veeva, or similar regulated enterprise applications
• Experience working in multi-site / multi-region manufacturing operations
• Strong understanding of Manufacturing IT application landscapes, including MES platforms, LIMS applications, Veeva or similar platforms
• Working knowledge of: ERP integration (e.g., SAP) API/interface support Data flows between manufacturing, quality, and enterprise systems

Skills and Experience

• Proven experience managing support for platforms such as MES, LIMS, Veeva, or similar regulated enterprise applications
• Experience working in multi-site / multi-region manufacturing operations
• Strong understanding of Manufacturing IT application landscapes, including MES platforms, LIMS applications, Veeva or similar platforms
• Working knowledge of: ERP integration (e.g., SAP) API/interface support Data flows between manufacturing, quality, and enterprise systems

Benefits

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F)
• Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retail savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility