Job Title: Program Manager – Service Delivery Manager
Job Summary: Lead the transformation of a Manufacturing and Labs IT support service from a passive, reactive model to a proactive, SLA and KPI-driven Managed Service. This role offers the exciting opportunity to drive strategic change and enhance service delivery efficiency.
Key Responsibilities:
* Define Strategy: Develop and implement a strategy to convert T&M operation support into a Managed Service based on SLAs and KPIs.
* Program Management: Define, execute, monitor, and control the program plan.
* Team Management: Plan and integrate both onshore and offshore MS support teams into operations.
* Communication & Reporting: Establish a communication plan and reporting model.
* Process Management: Oversee MS processes and lead the MS team.
* Stakeholder Management: Manage customer stakeholder relationships and handle escalations.
* Reporting: Provide regular updates to CTS leadership.
Job Requirements:
Essential Skills:
* Extensive experience in Project/Program Management within LS Manufacturing.
* Strong background as a Delivery Manager in Managed Services for LS Manufacturing.
* Proficiency with ITIL, especially in Automation-OT.
* Experience with Automation-OT-IT systems (DCS, PLCs, Historian, MES, OT-Network Services, Labs, etc.) in LS Manufacturing.
* Good knowledge of GxP, GAMP5, CSV, and CQV.
* Excellent leadership and team management skills.
* Strong customer stakeholder management abilities.
* Effective problem-solving skills for team issues, process challenges, and customer escalations.
* Fluency in French.
* Proximity to Braine, Belgium.
* Excellent command of English.
Nice to Have Skills:
* Knowledge of continuous improvement tools and processes.
* Familiarity with (gen)AI implementation for Managed Services optimization.
* Deep technical understanding of Automation-OT-IT systems.
Qualifications:
* BSc/MSc in Electrical/Electronic Engineering or Computer Science Engineering.
* Training in GxP, GAMP, CSV/CQV.
* Project Management training.