Product Team Site Support Manager

Basic Function

The Product Team Site manager is a dual management role and technical role.  In the management function, this role will be responsible for managing the four site partners and the lead for the APS application support. The position will provide leadership and direction, providing the face of IT to the sites.  The role is the responsible for building relationships with manufacturing site leadership, acting as an advocate for the IT Manufacturing Product Teams.  In the technical function, the role is responsible for understanding the manufacturing sites requirements for IT products and services.  The role will have a deep understanding of how related manufacturing processes and technologies work together and ensures IT solutions, IT services and projects are aligned appropriately.

The Product Team Site Support Manager is a business savvy IT professional who works closely with manufacturing leaders and manufacturing Product Teams to increase the business value from IT products throughout their life cycle.  The role is an extension to the IT Manufacturing Product Teams, bringing demand and ideas from manufacturing into the Product Team backlog, and also consults and advises the Product Teams and the Product Owners on prioritization of activities, as well as the strategic roadmaps and portfolio management.  This involvement in Product Team activities enables effective relationship management with site leaders. 

The Site Support Manager must have strong customer interaction skills and ability to impact and influence.  The ability to communicate differential value and speak with key leaders is a key element to the success of the role.

Roles & Responsibilities

This senior level position reports to the Director, Product Teams and will be responsible for acting as an advocate for the Product Teams, managing key manufacturing leaderships relationships.

This individual will partner with IT Product Team managers to manage the overall backlog of manufacturing demand.   The position interfaces with site manufacturing leadership,and will build and maintain relationships and interface regularly with site leaders and IT Product Teams and COEs. 

Specific areas of responsibility and influence include:

• Acting as advocate to the Product Team
• Sensing demand for manufacturing products and submitting to Product Team
• Communicating product team backlog and priorities to plant leaders when applicable
• Participating on A90s or project activities representing Product Teams
• Escalation point for Field Services related matters
• Increase the value realized by the manufacturing sites from all IT Products throughout the life-cycle of the Product 
• Provide timely and effective conceptual solutions that serve as compelling proposals to manufacturing sponsors and consult with the product teams to provide the framework for subsequent detail design work.
• Shape Demand from the sites into Supply Capabilities
• For the APS Sites:
• Develop Support Sustainability
• Analyze Product User Feedback
• Design Product Life-Cycle Strategy
• Manage Product Business Case
• Expose Product Capabilities
• Continuously Improve IT Products
• Conceive and Identify Product Needs
• Plan and Schedule Product Releases
• Provide Tier III Support
• Administer Routine Product Changes
• Monitor and Influence Vendor Direction
• Design product releases
• Aligns IT with the Business 
• Understands how organizations, processes, and IT work together 
• Understands IT and business strategies and aligns solutions, projects, services, and approaches 
• Recognizes opportunities and resolves key issues 
• Facilitates Effective Vendor Relationships 
• Understands vendor and maintains good working relationships 
• Employs effective, ethical and legal negotiation methods 
• Delivers contracts that are beneficial while being fair to all parties
• Identify project interrelationships that will affect portfolio priority and resource allocation decisions
• Increase the IT savvy of business partners over time to encourage higher value demand
• Responsible for ensuring value of IT investments is managed by:
• Measuring results and outcomes against business cases
• Helping accountable Business Sponsors understand and play their role effectively
• Advocating changes to the investment portfolio that increase value
• Ensuring adherence to corporate constraints (for example, flat to falling budgets)
• Responsible for representing the capabilities of IT supply to encourage the understanding of and adherence to standards that create enterprise-wide value or protect the enterprise brand, including architectural standards
• security, risk, and privacy standards as well as regulatory compliance 
• data standards that increase the asset value of enterprise data

Min. Qualifications

• Bachelor or Master Degree
• 12+ years professional experience 

Critical Competencies/Behaviors:

Drives Value Realization

• Demonstrates fiscal responsibility and accountability
• Clear grasp of value of IT services
• Aligns work against annual corporate goals and strategies

Instills Trust:  

• Models reliability, honesty and integrity, and ensures the team meets its commitments

Courage:  

• Confronts tough org issues and disagreements
• Has self-confidence to express views regardless of the audience and make hard decisions
• Delivers difficult messages candidly and respectfully

Accountability:  

• Holds self and team accountable for outcomes
• Learns from mistakes and fails fast

Drive Results:  

• Leads/inspires others to achieve high standards
• Sets bar high (stretch goals)

Collaborates:  

• Advances results thru cross-functional partnerships
• Facilitates effective collaboration

Innovates:  

• Stays current in area of expertise; 
• Challenges other to think beyond the obvious (out of the box thinking)

Customer Focus:  

• Partners with customers to understand their challenges and opportunity to make them more successful
• Address gaps in teams ability to meet and anticipate emerging needs and enable solutions
• Delivers superior customer experience thru agile teams dedicated to solving problems

Competencies