IT Service Delivery Manager - Manufacturing Operations Support

About the role

TTS-US is a Toyota group company founded in 2011, dedicated to developing IT solutions globally. As a part of the Toyota global value chain, TTS-US aims to transform into a technology and mobility company, fostering limitless business opportunities through its 8 TTS affiliates worldwide.

Responsibilities

• 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.
• 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.
• 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.
• Lead and coach the operations support team; set vision, objectives, and development plans; mentor for performance and career growth.
• Maintain strong relationships with operations, quality, maintenance, engineering, and production planning; ensure responsive, solution-oriented service.
• Identify opportunities to expand business value through automation, data visibility, and process optimization; align initiatives to operational goals.

Requirements

• Required Education & Experience:
  • 2+ years in IT operations/service management, including on-site manufacturing support and application management for MOM/MES or relevant domain.
  • Bachelor's degree in mechanical engineering, electrical engineering, computer engineering, computer science, or related field; and/or commensurate work experience.
  • Demonstrated leadership of teams delivering technical support and service improvements in a manufacturing environment.
  • Strong analytical and problem-solving skills; proven ability to drive root-cause and preventative actions.
  • Excellent communication & reporting skills—ability to communicate clearly to management, users, and peers.
  • Proficiency with ticket systems and Microsoft Office; familiarity with web-based business tools.
  • Hands-on or solid understanding of application development methodologies and DevOps practices supporting reliable releases.
• Preferred Qualifications:
  • 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.

People Leadership & Culture

• Lead and coach the operations support team; set vision, objectives, and development plans; mentor for performance and career growth.
• Build a collaborative, ethical culture that promotes accountability, continuous learning, and high morale; ensure compliance with company policies and applicable regulations.

Stakeholder & Customer Engagement

• Maintain strong relationships with operations, quality, maintenance, engineering, and production planning; ensure responsive, solution-oriented service.
• Identify opportunities to expand business value through automation, data visibility, and process optimization; align initiatives to operational goals.