Service Manager

Service Manager leads the delivery, operational support and continuous improvement of customer solutions across manufacturing sites. The role ensures availability, performance, integrations (IP.21 / historian connectivity), validation and regulatory compliance to support production execution, product quality and business objectives. The manager coordinates cross-functional teams (IT, OT/Automation, Quality, Operations) and external vendors (system integrators) to deliver projects, resolve incidents and manage the MES lifecycle.

Location
– Poland, Preferably Poznan

Core Responsibilities

• Review and own the service model, roadmap, SLAs, KPIs and governance framework.
• Align MES initiatives to manufacturing, digital transformation and IT/OT roadmaps.
• Establish operating model (centralized vs site-based), roles & responsibilities, run-books and escalation paths.
• Oversee 24x7 operational support for components, including incident triage, resolution, root cause analysis and problem management.
• Ensure SLAs for availability and response/resolution are met; report on service health and trends.
• Manage support handovers, on-call rotes and escalation procedures with internal teams
• Plan and execute upgrades, patches and hotfixes for related components (including IP.21 / historian interfaces).
• Manage release schedules, rollback plans and validation for changes; coordinate maintenance windows with production and quality.
• Maintain version control, configuration baselines and deployment pipelines for consistent roll-outs.
• Lead design and delivery of integrations between DCS/PLC, historians (Aspen IP.21 or OSIsoft PI), ERP (SAP), LIMS, lab instruments and other enterprise systems.
• Define and enforce standard interface patterns (OPC/OPC UA, web services, MQTT, file transfer) and data models.
• Resolve integration-related incidents and performance bottlenecks; ensure data fidelity and timeliness.
• Maintain compliance documentation, SOPs, electronic signature and audit trail controls; support audits and regulatory inspections.
• Ensure data integrity controls are implemented across components and integrations.
• Implement monitoring, alerting and observability (application, database, interfaces, transaction rates).
• Track KPIs (uptime, MTTR, incident volumes, interface latency, backlog) and drive continuous improvement initiatives.
• Identify opportunities to optimize workflows, reduce manual interventions and deliver value through automation and analytics.
• Lead and develop a team of MES engineers, analysts and contractors skillsets; manage resource capacity and skills matrix.
• Provide mentoring, training plans and career development for team members.
• Oversee backup, restore and disaster recovery plans and periodic tests for MES and associated data (IP.21/PI, DBs).
• Coordinate incident response for cybersecurity events impacting MES or integrations.

Typical deliverables

• MES service operating model, run-books and SOPs
• SLA and KPI dashboards; regular service health reports
• Knowledge base articles and operator/engineering training materials
• Continuous improvements

Required Qualifications & Experience

• Degree in engineering, computer science, information systems or related field.
• 10+ years' experience in MES, automation or manufacturing IT; 6 to 8+ years in a management or service-leadership role preferred.
• Hands-on experience with MES products and/or Aspen InfoPlus.21 (IP.21) historian integrations; familiarity with support model advantageous.
• Strong understanding of integration patterns (OPC/OPC UA, web services, messaging), databases (SQL/Oracle), and industrial automation (DCS, PLC).
• Experience in regulated industries (pharmaceuticals, biotech, chemicals) with knowledge of GMP, 21 CFR Part 11 and Annex 11.
• Experience with ITIL processes, change control, incident management and backup/DR planning.
• Vendor management experience and proven ability to coordinate cross-functional teams.
• Excellent communication and stakeholder management skills.

Preferred Certifications & Skills

• ITIL Foundation, PMP or Prince2, or equivalent project/service management certification.
• Experience with, Aspen IP.21 or historian administration, OSIsoft PI
• Familiarity with scripting/automation (PowerShell, Python), containerization and infrastructure-as-code concepts.
• Cybersecurity awareness training (e.g., IEC 62443 basics for OT).

Behavioural competencies

• Strategic thinker with operational focus and attention to detail.
• Collaborative leader and effective communicator across technical and business stakeholders.
• Proactive problem solver, able to priorities and drive delivery in a regulated environment.

What We Offer

• Permanent employment contract
• Extensive benefits package for permanent employees, including:
• Private medical care (including dental)
• Life insurance
• Cafeteria benefits program
• Opportunity to be part of a rapidly expanding global organization
• Pleasant and inspiring working atmosphere
• Training and development opportunities
• Employee referral program
• The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world.

We don't just dream of a better way – we make it happen.

We take care of our people, clients, company, communities and climate by doing what's right.

We foster an innovative environment where you can build the career path that's right for you.

About Us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.