PLM Managed Services Lead

Lead and manage enterprise PLM support operations, driving service excellence, ensuring SLA compliance, and collaborating with global stakeholders to deliver business value through PLM platforms.

Responsibilities

• Lead PLM Managed Services engagements and ensure adherence to service levels and operational targets.
• Manage production support, issue resolution, root cause analysis, and preventive actions.
• Collaborate with business stakeholders, vendors, and technical teams to resolve complex issues.
• Drive service improvement, automation, and operational excellence initiatives.
• Manage resource planning, capacity management, and support governance activities.
• Conduct regular service reviews and provide leadership reporting on service performance.

Requirements

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• 10+ years of experience leading Managed Services or Application Management Services (AMS) organizations.
• Proven experience managing global delivery teams supporting enterprise PLM platforms.
• Experience delivering support services in complex, multi-vendor environments.
• Strong expertise in one or more PLM platforms such as Agile PLM, Windchill, Teamcenter, or equivalent solutions.
• Experience managing incident, problem, change, and release management processes.
• Strong understanding of ITIL-based service management practices.
• Experience with service governance, stakeholder management, SLA/KPI tracking, and continuous service improvement initiatives.
• Strong leadership, communication, and customer management skills.
• Experience driving operational efficiency, automation, and support transformation initiatives.
• Willingness to work in rotational shifts, including regular shifts and off-shift support as needed.
• Ability to sit and work at a computer for extended periods.
• Effective communication via telephone, email, and face-to-face interactions.
• Travel may be required based on business needs.
• Role is limited to "U.S. persons" as defined by 22 C.F.R. §120.15 (U.S. citizens, U.S. Lawful Permanent Residents, and certain refugees and asylees).

Skills

• Strong analytical and problem-solving capabilities.
• Experience with PLM integrations involving ERP, MES, CAD, and other enterprise systems.
• Knowledge of cloud technologies and modern enterprise architecture.
• Experience managing geographically distributed teams and offshore delivery models.
• Ability to work effectively in fast-paced, customer-focused environments.
• Experience working in Agile and DevOps environments.

Pay

• CA / WA / NY / CO / MD / IL / MN / NJ / VT / MA: $114,000 - $167,000 annually
• Washington, DC: $106,000 - $147,500 annually

Benefits

• Medical, Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability Coverage
• Health and Dependent Care Reimbursement Accounts
• Supplemental Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) Plan with Company Contributions (subject to eligibility)
• Paid Holidays and Paid Time Off (PTO)