Project Manager

Compunnel Inc. is seeking a Project Manager to oversee IT service delivery for a designated manufacturing segment. The role is responsible for plant support operations, major incident management, coordination across application and infrastructure teams, ITIL process governance, SLA/KPI monitoring, and service improvement.

Responsibilities:

• Serve as the single accountable IT support lead for the assigned manufacturing segment
• Manage daily plant support operations, shift coverage, service priorities, resource allocation, and structured handovers
• Lead Sev1/Sev2 incidents, production-impacting issues, bridge calls, escalations, stakeholder communications, and restoration activities
• Coordinate Application, MES, Infrastructure, Network, PLC/HMI, Controls, and vendor support teams through resolution
• Govern Incident, Problem, Change, Release, Service Request, and Continual Service Improvement processes
• Monitor SLAs, KPIs, operational risks, ticket aging, recurring issues, and service improvement actions
• Align maintenance, changes, and releases with plant production schedules and approved downtime windows
• Conduct service reviews and provide consolidated reporting on performance, risks, staffing, and improvement priorities
• Ensure adherence to plant safety, security, compliance, documentation, and change-control requirements
• Build a proactive, accountable support culture across onsite and offshore teams

Requirements:

• 15+ years of IT service delivery or manufacturing application support experience, including team leadership
• Strong understanding of manufacturing operations and plant-critical systems
• Experience managing multi-location, multi-shift, onsite, offshore, and multi-vendor support models
• Working knowledge of MES, PLC/HMI, industrial interfaces, infrastructure, network, ERP, WMS, or related manufacturing technologies
• Strong expertise in ITIL processes, major incident management, SLA/KPI governance, problem management, and service improvement
• Excellent leadership, stakeholder management, decision-making, and executive communication skills
• Ability to operate effectively in high-pressure and VUCA manufacturing environments
• ITIL, PMP, SIAM, or Service Management certification
• Experience with ServiceNow or a comparable ITSM platform
• Experience supporting regulated or high-availability manufacturing operations