Manager, IT Service Delivery

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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.

• 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 escape and manage incidents and problems.

• 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.

• 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.

• 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.

Fed Ex Supply Chain, Inc. is an Equal Opportunity Employer, including veterans and individuals with disabilities.

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