IT Service Delivery Manager - Manufacturing Operations Support

About TTS-US:

Founded in 2011, Toyota Tsusho Systems US, Inc. (TTS-US) is a Toyota group company, that develops IT solutions wherever global businesses operate. Transforming into a technology and mobility company, TTS-US with it's 8 TTS affiliates worldwide is establishing a secure and resilient Toyota global value chain. The creative capacity to forge such limitless business opportunities is one of the strengths of Toyota Tsusho Systems.

Position Summary:

We are seeking a highly motivated and experienced Manufacturing IT Service Delivery Manager - Operations Support with minimum 2 years of experience to join our dynamic digital solution manufacturing team. This position is ideal for a candidate with experience leading IT service delivery in manufacturing environments, particularly supporting MOM/MES (Siemens Opcenter) applications, who excels at driving operational stability, process maturity, and continuous improvement through strong leadership and stakeholder collaboration. The successful candidate will be responsible for overseeing end-to-end service operations including incident/problem/change/release management, managing application updates and integrations, delivering data-driven operational reporting, leading Kaizen initiatives, and ensuring reliable system performance that supports production uptime, quality, and efficiency.

Requirements

Essential Functions:

Service Delivery & Operations:

• 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.

Application & Integration Management

• Plan, 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.
• Operational Reporting & Executive Communication
• 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.

Continuous Improvement (Kaizen) & Proposals

• Lead Kaizen initiatives to improve reliability, efficiency, and user experience; foster team-wide participation and share best practices.
• Develop improvement proposals with quantified benefits (e.g., downtime reduction, throughput/quality gains, ticket volume decrease, cost avoidance) and track realized outcomes versus targets.
• Standardize policies/SOPs while ensuring compliance with standards and regulations.

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.

Minimum qualification:

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.

Position Type/Expected Hours of Work:

• This is a contract to hire position. Occasional evening and weekend work may be required as job duties demand
• Working hours are MONDAY - FRIDAY from 8AM - 5PM
• Specified shifts if needed.

This position does not require travel.