IT Business Operations Manager

External Job Description

The Plant Technology Manager (PTM) provides outstanding technology support to maintain smooth plant operations, supports plant users, and resolves incidents for desktops, laptops, tablets, mobile devices, conference room AV and all peripherals. They are also integral to the establishment of standard operating procedures (SOP) regarding all areas of IT Management that pertain to the daily operations of the business and supporting end users and can balance daily support and strategic automation:

• Core IT Operations & Support ensuring up time, security, compliance and user support.
• Advanced Development & Automation building integrations, scripts, CI/CD, and analytics to reduce manual work and scale standardization. Including but not limited to manufacturing equipment.

Duties and Responsibilities:

1. Core IT Operations & Support
   • Provide onsite and remote support for end-user devices, thin clients, printers, barcode printers, copiers, scanners, mobile devices and conference room AV
   • Create and manage incidents and service requests in ServiceNow; track SLAs and ensure timely resolution
   • Act as the primary liaison between plant users, plant management and centralized IT; escalate to specialized teams when required
   • Maintain and audit MDF/IDF network cabinets; ensure physical security and quarterly cleaning
   • Ensure critical workstations are connected to UPS, backups are in place, patches are applied and EOL/EOS hardware/software is tracked
   • Manage building alarm, access control and CCTV/surveillance systems; support plant security and surveillance queries
   • Maintain IT asset inventory, warranties, spares and end-of-lease returns; coordinate procurement and proper disposal/decommissioning
   • Support plant technology projects (network/Wi-Fi upgrades, scanner replacements, site rollouts) and provide onsite project coordination
   • Other duties and tasks as assigned
2. Advanced Development, Automation & Data
   • Advanced programming across major languages (C#, Java, Python, Progress 4GL, VB, SQL) to develop, enhance and maintain plant automation, integrations and custom applications
   • Build and maintain automation for device provisioning, patching, reporting, and routine maintenance tasks; implement CI/CD pipelines where applicable
   • Develop queries, dashboards and ad-hoc reports to provide actionable analytics for plant leadership and to measure KPI improvements
   • Design and deploy scripts and small applications to reduce manual work, improve data quality and integrate plant systems with central ERP and cloud services
   • Maintain, design and deploy applications to support communication between various manufacturing components/machines
   • Lead testing, deployment and rollback plans for application changes; document SOPs and runbooks for automated processes
   • Mentor and train plant staff on automation tools and best practices; share reusable components and standards with other PTMs

Direct Reports & Supervisory Responsibilities:

The PTM may supervise the plant IT Team also known as Site-Support team. The PTM must be able to manage, mentor and coordinate work for these positions when assigned

Business Continuity, Security & Compliance:

• Participate in business continuity planning; ensure critical systems have documented backup and recovery procedures
• Manage user access via Okta and Active Directory; perform periodic access audits and remediate non-standard hardware/software
• Maintain vendor contracts and escalation contacts; ensure vendor SLAs are current and tested
• Ensure compliance with JELD-WEN EH&S requirements, corporate policies, and legal/regulatory obligations

Leadership, Continuous Improvement & Collaboration:

• Provide leadership and training to plant IT staff and plant personnel; participate in Production Gemba Walks and align IT actions with SQDCI and business action items
• Drive continuous improvement and standardization initiatives; document SOPs and share successes with other PTMs across the company
• Use metrics to measure impact of automation and process changes; present results to plant and IS leadership
  
  

Education: Associate's degree in IT, Computer Science, Business Management or related field required; bachelor’s degree preferred

Experience: Minimum 5 years supporting and managing IT in a manufacturing or plant environment; ERP experience (AS400) required

Technical Skills:

• Expert programming and scripting across major languages (C#, Java, Python, Progress 4GL, VB, SQL)
• Hands-on experience with Windows desktop/laptop support, Active Directory, Okta, ServiceNow (or similar ITSM)
• Networking fundamentals, UPS/backup systems, CCTV/access control systems, and device provisioning automation
• Familiarity with CI/CD concepts, version control (Git), and basic cloud integration patterns
  
  

Soft Skills: Excellent oral and written communication; strong customer service orientation; ability to prioritize and work independently; coaching and mentoring skills

Performance Expectations & Time Allocation:

• Operational SLA Adherence: Meet or exceed ServiceNow SLA targets for incident and request resolution
• Automation Impact: Deliver measurable reductions in manual tasks (target: 20–40% reduction in repetitive tickets within first 12 months)
• Project Delivery: Lead plant projects to on-time completion and within budget; document SOPs and handover materials
• Time Split Guidance: Expect ~60% of time on operational support and ~40% on development/automation; this may shift temporarily during major projects or incidents
  
  

Other:

• Valid driver's license; willingness to respond to major incidents outside normal hours
• Onsite presence at the assigned plant is required; occasional travel between plants may be required
• Must comply with JELD-WEN EH&S policies and plant safety rules
• Ability to work extended hours during major incidents or critical deployments

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