SERVICE DELIVERY - ITSM & MES OPERATIONS

Job description

About the Company Tata Electronics is a prominent global player in the electronics manufacturing industry, with fast-emerging capabilities in Electronics Manufacturing Services, Semiconductor Assembly and Test, Semiconductor Foundry, and Design Services. Established in 2020 as a greenfield venture of the Tata Group, the company aims to serve global customers through integrated offerings across a trusted electronics and semiconductor value chain. https://www.tataelectronics.com/ Role Purpose The Senior Manager – Service Delivery will lead end-to-end IT service management and MES operational support across a high-volume electronics manufacturing environment. The role is accountable for 24x7 service stability, manufacturing continuity, service governance, stakeholder experience and continual improvement across MES, shopfloor applications, end-user services and supporting IT operations. The position acts as the senior point of accountability for operational performance, major incidents, problem management, service-partner governance, support readiness for production ramp-ups and alignment of technology services with manufacturing priorities. Mission: Deliver stable, secure and responsive ITSM and MES services that protect production uptime and provide a consistent end-user support experience. Service Delivery Leadership • Own end-to-end delivery of manufacturing IT services and establish clear accountability across internal teams, managed service providers, OEMs and application partners. • Define and govern SLAs, KPIs and user-experience measures; lead daily operations, periodic service reviews and leadership reporting. • Ensure 24x7 support readiness, shift coverage, escalation discipline and timely communication during business-critical events. • Partner with Production, Quality, Engineering, Automation, Supply Chain, Information Security and business leadership to prioritise operational needs. ITSM & Operational Excellence • Govern Incident, Major Incident, Problem, Change, Release, Service Request, Knowledge, Asset, Capacity and Availability Management processes using ITIL practices. • Lead rapid restoration for production-impacting incidents and ensure robust root-cause analysis, corrective actions and recurrence prevention. • Drive ticket quality, backlog reduction, knowledge-base adoption, service-desk effectiveness and measurable continual service improvement. • Promote automation, proactive monitoring, predictive insights and self-service to improve reliability and reduce manual support effort. MES & Shopfloor Operations • Own operational support and service stability for MES, traceability, SPC, quality, production monitoring and other shopfloor digital applications. • Coordinate resolution across application, database, infrastructure, network, automation, machine-vendor and business teams to minimise production disruption. • Ensure operational readiness for NPI launches, production ramp-ups, capacity expansion, new lines, releases and major shopfloor changes. • Oversee UAT coordination, deployment planning, hypercare, user training, SOP readiness and transition from project teams into support operations. • Drive integration reliability across MES and connected enterprise or shopfloor systems, including ERP, machines, automation and industrial platforms. People, Partner & Financial Management • Lead and develop multi-shift L1/L2/L3 support teams with clear roles, skills matrices, succession plans and performance expectations. • Plan support capacity, optimise resource utilisation and identify cost-saving opportunities without compromising service quality or manufacturing continuity. • Build a customer-centric culture focused on ownership, communication, collaboration and timely closure. Governance, Security & Resilience • Ensure adherence to information security policies, access controls, change governance, audit requirements, data privacy obligations and manufacturing IT standards. • Maintain current SOPs, runbooks, escalation matrices, knowledge articles, operational checklists and compliance evidence. • Drive business continuity, disaster recovery, backup validation and operational resilience exercises for critical services. • Ensure risks, dependencies and ageing corrective actions are transparently tracked to closure. Education B.E./B.Tech in Computer Science, Information Technology, Electronics, ECE, Instrumentation, Mechanical Engineering or a related discipline. MBA is preferred. Experience 12–18 years in IT operations, service delivery, manufacturing systems, MES operations or digital manufacturing Required Domain & Technical Expertise ITSM & Service Delivery • ITIL-based service management • Major incident and problem management • ServiceNow or equivalent ITSM platforms • SLA, KPI and service governance • Vendor and MSP management • Operational analytics and dashboards MES & Manufacturing Systems • MES and traceability operations • Shopfloor application support • SPC and quality systems • Machine connectivity and industrial integration • ERP/MES integration awareness • Monitoring, observability and automation Electronics Manufacturing Exposure • High-volume electronics manufacturing and 24x7 production operations • SMT, DIP, assembly, testing, packing and traceability processes • NPI launch, production ramp-up and factory expansion support • Semiconductor assembly and test or precision electronics environments • Manufacturing automation, machine integration, IIoT and Industry 4.0 initiatives