DuPont Service Delivery Manager- Manufacturing Applications in Richmond, Virginia

Service Delivery Manager- Manufacturing Applications (Job Number: 195265W-01)


Seeking a new and challenging opportunity to further enhance your career? DuPont is seeking a Service Delivery Manager.The Service Deliver Manager (SDM) for specific application(s) is accountable for managing the overall application service delivery. Oversees quality assurance, technical support, enhancements, service levels, and ensures compliance to all standards, regulatory, information security, licensing, Intellectual Property, and safety. Ensures fixes, enhancements, and upgrades to the application are properly defined, planned, tracked, & managed.

What do we expect from you?

The SDM oversees technical support across application/s for which s/he is accountable. The responsibilities are the following, but are not limited to:

  • Act as the overall application IT point person for customers, ITcommunity, and other constituents in and outside DuPont.

  • Lead operational, service quality, and work status meetings as itrelates to product service delivery.

  • Work with the user community to develop service levels, assist inscoping functional enhancements, and manage expectations.

  • Ensure all aspects of changes that can affect service quality areproperly communicated, tested, trained, approved, etc.).

  • Assume a key role in demand management & prioritizationprocesses as they relate to prioritizing, tracking, and implementing workrequests.

  • Ensure processes and documentation are written and up to date toenable training, operational support, test scripts, problem-management,escalation, disaster recovery, root cause analysis, etc.

  • Serve as the primary application contact with IT community –including DISO, business-facing IT leaders, vendors and 3 rd parties to represent application.

  • Participate in evaluating elements of the application’s life cycleas it relates to ever-evolving technology standards and businessconditions.

  • Negotiate times for planned outages to reduce risk while supportingsystem stabilization efforts.

  • Ensure that training is conducted as necessary so that users can fullyunderstand existing/new configuration, business rules, and features.

  • Support management’s efforts to standardize processes and proceduresacross IT and the corporation globally and adhere to the same.

  • Raise awareness of new application needs, recognizing opportunitiesto leverage resources and applications.Ensure that new functionality is within guide-lined, mainstreamedCorporate IT solutions by engaging the COE at the appropriate times.

  • Enforce requirements to register business needs through reviewboards.

  • Establish strong vendor relationships to ensure smooth workflow bysetting standards and monitoring for improvements in shared accountability and capabilities, and resolving conflicts and performanceissues, while escalating operational failures and adverse trends inoperational performance.

Location: The preferred location is at our Spruance site in Richmond, VA. However, Circleville, OH and Wilmington, DE are secondary locations.


What do we need from you?

To be qualified for this role, you must possess the following:

  • B.S. in Science, Computer Science, InformationTechnology, or Information Systems with at least 5 years of InformationTechnology experience

  • Excellent people skills, with the ability to fostergood relationships and teamwork while helping team members focus onpriorities.

  • Demonstrated ability to lead multifunctional and/or networked teams in accomplishing goals andmeeting commitments while fostering teamwork.

  • Demonstrated ability to workindependently and with teams.

  • Strong Project Management planning skills… well organized

  • Ability to prioritize work tomeet tight deadlines and customer needs.

  • Ability to communicate effectively with strong oral,written, and presentation skills.

  • Ability to communicate and negotiate maintenance needs

  • Strong understanding ofmanufacturing processes and demands.

  • Understanding of generalbusiness practices and business ethics.

  • Strong Vendor Management skills

The following are sought-after skills; not required:

  • Strong understanding of concepts such as applicationdevelopment and release management and Management of Change.

  • Understanding and experience in ITIL principles

  • Manufacturing knowledge and experience.

  • Knowledge of Client / Server programming principlesand methodologies.

  • Familiar with Object Oriented programming principlesand methodologies.

  • Experiencewith Windows Server administration, web development (HTML, Perl, ASP), databaseadministration, OPC, Process control systems & programming, MS VisualStudio /.Net Framework

  • Familiar with IP21, LIMS, and other industry-standard manufacturingapplications

  • Breadth and depth in the specific application space

  • Strong desire to understandtechnology and industry trends

  • Resourceful in conducting ownresearch on capabilities/limitations of IT products and tools.

  • Knowledge of DOW Diamondapplications


Primary Location: NA-United States-Virginia-Richmond

Organization: Corporate

Schedule: Full-time

Education Level: Bachelor's Degree (±16 years)

Employee Status: Regular

Job Type: Experienced

DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information. For US Applicants: See the “Equal Employment Opportunity is the Law” poster.