Función del empleo: Tech

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Berkeley Heights, NJ

País: United States

Service Delivery Manager – Warehouse Management (Manhattan WMOS)


  • Manage the RUN/Support service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Warehouse Management system (Manhattan) in the Americas zone (North America & LATAM) and support implementation phase rollout
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
  • Lead a culture of Continual Service Improvement with the vendors
  • Supervise external vendors that manages support / maintenance including Major Incidents
  • Collaborate with application and infrastructure/Cloud teams on issue resolution
  • Lead and manage external AMS teams
  • Collaborate with cross-functional teams


  • Proficiency in leading both physical and virtual teams
  • Strong interpersonal skills with ability to work as a member of cross functional teams
  • Experience in dealing with third-party provided services
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Expertise in people management and leadership
  • Ability to manage and prioritize tasks efficiently
  • Excellent analytical, organization, analysis, and problem – solving skills

Technical Skills:

  • Skilled in using Service Now
  • Hands on/working knowledge in any of the following technologies is a huge plus:
    • Manage L1 & L2 support for Manhattan WMS by partnering with AMS team
    • Support warehouse/DC operations on trouble shooting and fixing issues related to WMS
    • Experience with Manhattan WMOS – Open system – Manhattan Active and components
    • Experience with Manhattan functional and technical configuration
    • Experience with Third party integration with MHE/WCS
    • Experience and knowledge of Labor management, Bin Slotting, SCI
    • Keep business stake holders updated on P1/P2 issues till it is resolved

Soft Skills:

  • A self-starter with an interest in solving business challenges
  • A collaborator willing to work in a multi-country, transparent environment
  • An excellent AMS providers manager
  • Excellent verbal and written communication skills
  • Ideally multi-lingual

Licenses and Certifications preferred:

  • ITIL V4 certified

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.