PLM Service Operations Manager

Tata Technologies Limited; Gaydon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global technology company is seeking a PLM Service Operations Manager in Gaydon, UK. This role involves overseeing Incident, Problem, and Change Management teams to ensure effective PLM capability services. Ideal candidates will possess strong ITIL framework knowledge and team leadership skills, aiming to enhance user experience and service delivery. Responsibilities include managing service operations, collaborating with stakeholders, and driving continuous improvement initiatives. Join a team that values innovation in product development for leading manufacturers.

Qualifications

• Good experience in end user service management and/or PLM IT operations.
• Strong understanding and practical experience with ITIL framework and ITSM processes.
• Proven track record in enhancing user experience and improving IT service delivery.

Responsibilities

• Oversee the daily operations of the PLM service desk and support teams.
• Implement and manage ITIL-based processes for incident, problem, and change management.
• Lead and mentor the PLM service operations team.

Skills

End user service management

ITIL framework

Communication skills

Analytical skills

Agile framework

Education

ITIL certification

Experience in Automotive/Aerospace/Manufacturing industries

Tools

ServiceNow

BMC Remedy

Jira Service Management

Jira

Confluence

Job description

As part of our continuous growth, we are seeking a PLM Service Operations Manager to join our team in Gaydon, UK. The PLM Service Operations Manager is responsible for overseeing the Incident, Problem, and Change Management teams, ensuring the effective delivery of PLM capability services. This role ensures that PLM application service disruptions are minimized, problems are resolved promptly, and changes are implemented efficiently and effectively. The person will collaborate with various stakeholders to enhance service delivery and drive continuous improvement in IT service management processes. This role requires excellent communication skills and a deep understanding of ITIL processes to ensure efficient service delivery and customer satisfaction. The customer team is responsible for the production operations of the PLM toolset predominantly the 3DExperience and is adapting the Agile methodology for its operations. In this role the person will be managing the service operations teams and will be working closely with other teammates and customer stakeholders.

Service Delivery Management

• Oversee the daily operations of the PLM service desk and support teams to ensure timely and effective resolution of incidents and service requests
• Develop and implement strategies to improve user experience and satisfaction with customer services
• Manage the ITSM toolset to ensure it supports the needs of the organization and aligns with ITIL best practices

Process Management

• Implement and manage ITIL-based processes for incident, problem, change, and service level management
• Ensure processes are followed and continuously improved to enhance efficiency and effectiveness
• Conduct regular reviews and audits of ITSM processes to ensure compliance and identify areas for improvement

Team Leadership

• Lead, mentor, and develop the PLM service operations team to ensure high performance and professional growth
• Foster a culture of continuous improvement and customer-centric service delivery
• Provide training and support to team members on ITIL processes and ITSM tools

Stakeholder Collaboration

• Engage with business stakeholders to understand their needs and ensure services meet their requirements
• Communicate effectively with stakeholders at all levels to provide updates on service performance and improvement initiatives
• Work with other IDT teams to ensure seamless integration and coordination of PLM services

Reporting and Analysis

• Monitor and report on service performance metrics, including KPIs, OKRs and SLAs
• Conduct root cause analysis of incidents and problems to identify trends and recommend corrective actions
• Provide regular reports to senior management on service performance, improvements, and strategic initiatives

Qualifications

• Good experience in end user service management and/or PLM IT operations
• Strong understanding and practical experience with ITIL framework and ITSM processes
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels
• Proven track record in enhancing user experience and improving IT service delivery
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities and projects in a fast-paced environment
• Familiarity with working in an Agile framework (e.g., Scrum, LESS, SAFe)
• Experience in Automotive/Aerospace/Manufacturing industries

Desirable

• ITIL certification
• Experience in leading and managing IT service desk teams
• Familiarity with project management methodologies (e.g., PMP, PRINCE2)
• Continuous learning mindset with a commitment to staying updated on industry trends and best practices in IT service management
• Domain/Tool Knowledge – Familiarity with Jira and Confluence
• Exposure to Agile concepts and scaled agile approach

If you are passionate about bringing innovation to the projects you work on and want to join a global company, then this is the place for you.

At Tata Technologies we make product development dreams a reality by designing, engineering and validating the products of tomorrow for the world's leading manufacturers.