Manufacturing Support Manager (CGEMJP00358096)

Role: Manufacturing Support Manager (CGEMJP00358096)

Duration: 12 Months

Location: Remote

Client Location: Clarksville TN

Manufacturing Support Manager, Segment

The Manufacturing Support Manager will own end-to-end IT service delivery for a designated manufacturing segment, ensuring stable plant operations, effective onsite coverage, and coordinated support across application, infrastructure, network, controls, and third-party service providers.

Key Responsibilities

• Serve as the single accountable IT support lead for the assigned manufacturing segment.
• Manage daily plant support operations, shift coverage, service priorities, resource allocation, and structured handovers.
• Lead Sev1/Sev2 incidents, production-impacting issues, bridge calls, escalations, stakeholder communications, and restoration activities.
• Coordinate Application, MES, Infrastructure, Network, PLC/HMI, Controls, and vendor support teams through resolution.
• Govern Incident, Problem, Change, Release, Service Request, and Continual Service Improvement processes.
• Monitor SLAs, KPIs, operational risks, ticket aging, recurring issues, and service improvement actions.
• Align maintenance, changes, and releases with plant production schedules and approved downtime windows.
• Conduct service reviews and provide consolidated reporting on performance, risks, staffing, and improvement priorities.
• Ensure adherence to plant safety, security, compliance, documentation, and change-control requirements.
• Build a proactive, accountable support culture across onsite and offshore teams.

Required Qualifications

• 10+ years of IT service delivery or manufacturing application support experience, including team leadership.
• Strong understanding of manufacturing operations and plant-critical systems.
• Experience managing multi-location, multi-shift, onsite, offshore, and multi-vendor support models.
• Working knowledge of MES, PLC/HMI, industrial interfaces, infrastructure, network, ERP, WMS, or related manufacturing technologies.
• Strong expertise in ITIL processes, major incident management, SLA/KPI governance, problem management, and service improvement.
• Excellent leadership, stakeholder management, decision-making, and executive communication skills.
• Ability to operate effectively in high-pressure and VUCA manufacturing environments.

Preferred Qualifications

• ITIL, PMP, SIAM, or Service Management certification.
• Experience with ServiceNow or a comparable ITSM platform.
• Experience supporting regulated or high-availability manufacturing operations.