The opportunity

As the Site IT/OT Service Delivery Specialist, you are responsible for delivering and managing IT solutions and services, working closely with business unit leads, application owners, and IT stakeholders. Your role involves managing IT infrastructure, applications, and addressing IT issues that require on-site intervention.

You oversee ticket management, escalations, and support the operation of both office and shop floor IT/OT assets not covered by OSS technicians. You are the key escalation point for IT service performance and manage the local business relationship, ensuring satisfaction with IT services.

Additionally, you lead the site's IT team, manage vendor relationships, and ensure service delivery processes are followed to meet organizational goals.

• Serve as the primary IT contact for suppliers and CDC teams, while overseeing ticket management, triage, and escalation
• Provide onsite infrastructure support, ensuring governance, security, and managing business demand and requirements
• Provide first-line support and governance for applications, while overseeing IT/OT cybersecurity operations and responding to emergencies
• Ensure machine connectivity to network core switches, and support kiosks, printers, conference rooms, vendor machines, CCTV, and MES hardware
• Coordinate with vendors on software and network issues (excluding PLC programming) and ensure access to relevant applications for the site
• Ensure the team is well-organized, skilled, and directed with HR support, while motivating and developing team members
• Work full-time onsite at the assigned location

• Bachelor's degree in Computer Science or Engineering preferred, or 10+ years of experience in Information Systems
• 5+ years prior experience in IT
• Fluent English communication skills & good local language skills of the major country of responsibility
• 2 years of experience in project management of complex global projects
• Experience in process management, business process improvement, business process management, or value stream mapping
• Experience with manufacturing operations methods, process, and change management is an advantage
• Experience in complex stakeholder scenarios, cross-functional problem solving and advanced understanding of IT procedures and policies, together with end-to-end business processes knowledge
• Flexibility to manage multiple shifts of IT resources in a factory environment