Manager, MES Service Owner

JOB SUMMARY:

MES Service Owner is to lead the stabilization, governance, and ongoing operations of the DELMIA Apriso platform. This role is accountable for ensuring reliable production performance, driving structured incidents and change management processes, and governing system enhancements delivered by external partners.

Acting as the central point of coordination between business stakeholders, IT, and system integrators, the MES Service Owner translates business needs into prioritized, controlled system changes while maintaining strict oversight of release management and production risk. The role owns end-to-end operational accountability for the MES environment, including incident resolution, change control, and integration stability with SAP and other enterprise systems.

This is a non-development role focused on operational leadership, vendor governance, and continuous improvement, with the objective of establishing a scalable, internally controlled MES (manufacturing execution system) operating model and ensuring long-term system stability and business confidence.

PRINCIPAL DUTIES & RESPONSIBILITIES

1. Own and oversee release planning across Development, Test, and Production environments, ensuring coordinated and controlled progression of changes through the delivery lifecycle. Govern environment promotions and approve production deployments in alignment with established standards and business readiness. Define, implement, and enforce change control procedures to maintain system integrity, while ensuring all configuration changes are thoroughly documented and traceable. Proactively manage and mitigate deployment risks to safeguard production stability and minimize business disruption.
2. Serve as the primary liaison between business stakeholders and external development partners, ensuring clear alignment on change requests (CRs) and delivery expectations. Translate business needs into well-defined functional specifications and facilitate prioritization discussions based on business value and operational impact. Review and validate vendor-provided technical estimates to ensure accuracy and feasibility, while coordinating user acceptance testing and securing formal approvals. Maintain end-to-end governance of the CR lifecycle by ensuring all requests are properly documented, traceable, and aligned with release planning and deployment schedules.
3. Own end-to-end incident management for the DELMIA Apriso platform, ensuring timely identification, escalation, and resolution of production issues. Establish and enforce standardized incident severity classification and response protocols, while leading initial impact assessments and coordinating cross-functional resolution efforts with internal teams and external vendors. Drive proactive monitoring and structured response processes to maintain system stability and prevent business-critical outages. Oversee the management and support of MES-related hardware, including PCs, printers, scanners, and labeling equipment, to ensure seamless shop floor operations. Provide clear, structured incident reporting and root cause analysis to IT leadership and business stakeholders, highlighting trends, risks, and continuous improvement opportunities.
4. Lead impact analysis for all SAP and system integration changes, assessing downstream effects on the DELMIA Apriso platform and related enterprise systems. Coordinate cross-functional issue triage and resolution across SAP, Apriso, and other integrated system teams to ensure timely and effective problem management. Maintain comprehensive documentation of interfaces, data flows, and system dependencies to support operational transparency, risk mitigation, and informed decision-making.
5. Govern external system integrators delivering DELMIA Apriso enhancements, ensuring alignment with business requirements and organizational standards. Review and validate proposed solution designs for accuracy, feasibility, and value, while actively monitoring delivery quality, timelines, and cost performance. Identify and escalate delivery risks or performance issues as needed to protect project outcomes and system stability. Drive knowledge transfer and capability building within the internal team to progressively reduce long-term dependency on external vendors.
6. Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

• Reports to: Director, IT Operations and Infrastructure