Service Manager – Supply Chain Technology at BJ's Wholesale Club

Marlborough, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Supply Chain, WholesaleIndustries

Requirements

Bachelor’s degree in information systems, Computer Science, Supply Chain Management or a related discipline
8 or more years of relevant experience (inferred from job description)

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