Software Service Delivery Manager - Automated Warehousing/DC
Core
Lead the delivery of software support and managed services for warehouse automation systems, acting as the primary operational interface between customers and internal teams.
Role type
Senior Service Delivery Manager (Supply Chain Automation)
Builds
Managed services for WCS, WES, WMS, and warehouse automation platforms
Domain
Supply chain automation and warehouse logistics
Required skills
ITIL service management, SLA/OLA management, cross-functional team leadership, stakeholder engagement, incident/problem/change management, service analytics, Jira/ServiceNow/Power BI
Preferred skills
PRINCE2, PMP, Agile certifications, experience in warehouse automation (WMS/WCS/WES), major incident management, commercial awareness
Technologies
WCS, WES, WMS, Jira, ServiceNow, Power BI
Responsibilities
Manage software support and managed services across automation platforms; Lead customer service reviews and executive stakeholder engagements; Monitor service performance against SLAs and contractual commitments; Coordinate cross-functional teams to resolve incidents; Drive ITIL-based processes; Develop customer-facing dashboards and KPI reporting; Manage customer change requests; Support project transition to ongoing support environments
Seniority
Senior, hands-on IC with leadership responsibilities