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Application Support Lead, Manufacturing Systems

Company: 1101 Tate & Lyle Ingredients Americas LLC
Location: Lafayette
Posted on: September 15, 2021

Job Description:

About us

At Tate and Lyle, we are dedicated to making more than extraordinary ingredients. We are a purpose driven company dedicated to improving lives for generations through supporting healthy living, building thriving communities, and caring for our planet.  Our IT organization is the gatekeeper and protector of our data – from ingredient innovation, to security management, and plant technology enablement – and is extremely agile, able to pivot with trends, customer needs, and the unforeseen – as seen with a rapid Global roll-out of MS Teams this time last year.

About the role

In this role you’ll be leading the Manufacturing Systems Support function. Being the trusted point of contact for all manufacturing plants at Tate & Lyle, managing the outsourced vendor by monitoring SLA/CSAT scores, escalations of incidents and adherence to ITIL processes (Incident, Problem, Change, Release, Capacity, Availability, etc.), and providing ‘on call’ support.  You’ll manage relationships - with key users, Plant Leadership and Plant Engineers - leading the weekly prioritization meetings, managing audit requirements and responsible for any corrective actions assigned. Managing all of Tate & Lyle’s manufacturing application landscape you’ll be responsible for the application lifecycle including roadmaps and Software Asset Management where needed.

More specifically, you will be responsible for:

  • Assessing manufacturing systems results whilst looking for opportunities to improve and efficiency
  • Reviewing and managing outsourced vendor support for metrics including preparing reports detailing on why targets were met or missed
  • Representing the voice of the customer for manufacturing systems support and strive to improve customer satisfaction
  • Supporting the business on all escalations arising through manufacturing systems support team and make sure that these issues are given appropriate attention until resolution
  • Ensuring all assigned audit tasks are completed on time
  • Be available for calls and critical incidents that might arise in the manufacturing systems area which are deemed critical to business integrity
  • Represent operations in the manufacturing systems lifecycle management process with Strategy and Innovation teams.
  • Creating and manage roadmaps and Software Asset Management for those not covered by EA
  • Maintaining a safe and healthy working environment

 What you’ll need to have

  • A broad background working in IT, probably underpinned by a Bachelors degree in IT, Computer Science/Engineering-related disciplines.
  • Previous experience in application support and/or outsourced vendor management, especially in 24x7 operations and manufacturing is essential.
  • Experience of FactoryTalk, OSIsoft & Siemens or similar systems used in a manufacturing setting.
  • In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
  • Working knowledge of operating systems: Windows at a minimum.
  • Proven experience with troubleshooting principles
  • Ability to develop and interpret technical documentation for training and end user procedures
  • ITIL V3 Foundations (preferred)
  • Project leadership experience on small to medium size projects in a professional environment
  • Prior leadership experience managing global teams and building relationships with senior Stakeholders, ideally in complex/matrix organisations
  • Strong knowledge of IT Service Management processes and tools - ‘ServiceNow’ experience preferred
  • Excellent communication skills, and fluency in English is necessary, but due to the global nature of our business, additional languages would be a plus

Location

Our IT team is spread globally - our two largest hubs are in Hoffman Estates, Chicago and Central London, but we have teams based across our plants and offices worldwide. This role can be based from our Lafayette, Indiana or McIntosh, Alabama plants and there will be an expectation of 20-30% travel to other plants and offices on an annual basis. But please note we are fully remote working until later this year.

#LI-AI1

California Consumer Privacy Act ("CCPA")

The Company is committed to complying with the California Consumer Privacy Act (“CCPA”) and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.

Keywords: 1101 Tate & Lyle Ingredients Americas LLC, Lafayette , Application Support Lead, Manufacturing Systems, Other , Lafayette, Indiana

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