Service Manager- Supply Chain Technology

Service Manager - Supply Chain Technology is a leadership role within the IT Supply Chain Products team, responsible for ensuring a consolidated, cohesive, and effective operation d-and support function across all Supply Chain technology supporting Ambient and Perishable businesses. This role demands a deep understanding of mission-critical supply chain systems, exceptional operational management skills, and the ability to lead both internal teams and vendor partners across hybrid support environments. Responsibilities:Define and lead implementation of Level 1, 2 and 3 support strategy and approaches for continuous improvement and effective organizational support across Supply Chain applications. Maintain external vendor accountabilities and drive compliance/improvement on commitments specific to Ambient and Perishable supply chain platforms. Identify vendor skill gaps in technology support and make recommendations for improvements. Drive a unified approach to support processes and increase utilization across the Supply Chain application portfolio. Lead discussions to balance team skillsets and leverage excess capacity across under-supported areas within Ambient and Perishable domains. Anticipate new support requirements as new Supply Chain solutions or enhancements are introduced. Lead a highly skilled team of application support engineers through day-to-day support, incident resolution, and operational activities. Manage the work products of contracted and in-house staff to ensure on-time, on-budget, and high-quality support delivery. Ensure all assigned Supply Chain areas meet defined SLAs and KTLO performance targets. Serve as the primary liaison for support transitions during implementation or enhancement of new Supply Chain systems. Review, tune, and approve SOPs for L1.5/2/2.5 support tiers across the Ambient and Perishable Supply Chain platforms. Establish and enforce cross-functional support procedures to reduce silos between technical and business operations teams. Drive and contribute to ITIL processes to ensure consistency, operational effectiveness, and ongoing service improvement. Participate in, review, and approve root-cause analyses for production incidents across supported applications. Manage and optimize production support workflows and escalation processes. Define and guide processes for break-fix and small enhancements within the Supply Chain support scope. Participate in departmental budgeting and EPIC planning for service delivery and operational capacity. Manage, guide, mentor, and develop support team members to build domain expertise in Ambient and Perishable systems. Define and enforce standards for compliance, quality control, documentation, and peer review. Required Skills:Bachelor's degree in information systems, Computer Science, Supply Chain Management or a related discipline. 8 or more years of IT experience in application development and/or production support. 6 or more years of experience supporting enterprise Supply Chain systems in retail, distribution, or logistics environments. 3 or more years of experience in IT operational service delivery or ITIL-aligned support roles. 3 or more years of leadership experience in a hybrid support environment (onshore/offshore). Ability to quickly understand and lead support for complex application ecosystems with limited documentation. Desired Skills:10 or more years of related IT experience in the retail or supply chain domain. 10 or more years working in hybrid team structures (onshore/offshore/vendor-supported). Results-oriented leader with a strong desire to drive support excellence across business-critical systems. Relevant certifications in ITIL, Supply Chain technologies, or operations management. Demonstrated ability to guide and delegate work within diverse and distributed support teams. Strong communication and collaboration skills to align with both technical and business stakeholders.

Created: 2025-10-02