Manager, IT Service Delivery
Description
Manager, IT Service Delivery
The Manager, IT Service Delivery oversees the administration and execution of Level 1 and Level 2 support teams and system configuration. This role serves as the primary IT contact for operations and clients, ensuring timely resolution of issues and continuous improvement of system configurations, including warehouse management (WM) logic and location profiling. The manager leads multiple teams of Business Systems Analysts responsible for new system implementations and ongoing support activities.
Primary Responsibilities
- Manage multiple teams, including hiring, coaching, skill development, recognition, and performance management.
- Plan, organize, staff, direct, and control daily departmental operations; develop and implement policies and programs.
- Develop and manage the department budget; ensure compliance and address variances.
- Act as the primary IT relationship owner for operations and client leadership.
- Resolve IT-related issues and provide timely responses to internal and external clients.
- Track and document user requests; engage appropriate resources to support operations and close service requests.
- Analyze and recommend system enhancements and improvements to leadership.
- Serve as primary vendor liaison for defect resolution and incident prioritization.
- Develop and maintain tracking tools for support service requests.
- Engage expert resources for complex issues beyond WMS and related applications.
- Collaborate with clients and vendors to escalate and manage incidents and problems.
Education and Experience
- Bachelor’s degree in Computer Science, Information Systems, or related field preferred, with 8+ years of relevant experience.
- In lieu of degree, high school diploma or GED with 10+ years of relevant experience.
- Minimum 2 years of management experience desired.
- Department-level span of control or higher.
- Minimum 7 years of experience supporting or implementing WMS systems (Manhattan, JDA, or Red Prairie preferred).
- Experience with warehouse automation and high-speed conveyor equipment in high-volume fulfillment centers.
Skills and Qualifications
- Basic UNIX and Oracle knowledge required.
- Experience in system design, configuration, customization, integration, testing, and support.
- Proficiency in all aspects of system implementation, including requirements gathering, solution design, testing, and post-implementation support.
- Strong supply chain domain knowledge.
- Excellent analytical and problem-solving skills.
- Proven leadership and successful teamwork experience.
- Ability to transfer knowledge and stay current with technical advancements.
- Strong time management, flexibility, and creativity.
- Willingness to travel up to 50% of the time.
- Customer service orientation and strong team collaboration skills.
Requirements, Perks, and Benefits (US – Exempt)
Physical & Cognitive Requirements (With or Without Accommodation)
- Ability to follow policies and procedures.
- Ability to read, write, and interpret information.
- Ability to add, subtract, multiply, and divide.
- Ability to use hands to finger, handle, or feel.
- Ability to sit, walk, or stand for the duration of the shift.
- Must possess visual acuity to perform essential job functions.
- Ability to conduct physical tasks with a full range of motion throughout the warehouse environment.
- Ability to lift/carry items up to 50 pounds.
Equal Opportunity Employer
FedEx Supply Chain, Inc. is an Equal Opportunity Employer, including veterans and individuals with disabilities.
- Know Your Rights
- Pay Transparency
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act
E-Verify Program Participant
Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (for U.S. applicants and employees only). Please click below to learn more:
FedEx Supply Chain is committed to providing access, equal opportunity, and reasonable accommodation for qualified individuals with disabilities in its application procedures, hiring, and other terms and conditions of employment. To request a reasonable accommodation, please contact FSC.TalentAcquisition@fedex.com.
Perks and Benefits at FedEx Supply Chain (FSC)
- Competitive Pay: Competitive wages depending on your location and experience, paid bi-weekly for both full-time and part-time opportunities.
- Tuition reimbursement program
- Holiday pay and accrued paid time off programs offering both Vacation and PTO
- Medical, dental, vision, and voluntary benefits available on day one
- Basic life insurance
- Basic AD&D coverage
- Supplemental Life and Supplemental AD&D
- Short-Term and Long-Term Disability coverage for full-time employees after 180 days of service
- Paid parental leave for both moms and dads
- Paid bereavement and jury duty
Note: Pay is based on several factors including, but not limited to, market location and may vary depending on job-related knowledge, skills, education/training, and a candidate’s work experience.
Job Disclaimer (US)
Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify duties or assign additional responsibilities as necessary to meet business needs.
