About usAre you a motivated, organized person seeking an exciting and rewarding opening in a fast-paced environment Would you enjoy being part of a committed team that works together to create a relevant, important difference in the lives of our customers and employees If you're looking for change, and you're ready to make changes … we're looking for you.As the Senior Service Manager, you will be accountable for the delivery of the Blue Yonder / Manhattan WM services. As the Senior Service Manager, you will govern of the daily RUN for the Global Blue Yonder / Manhattan WM platform (including major business escalations), definition of RUN continual improvement and stabilization plan and manage the implementation of the support strategy across the different support tiers (L1 / L2 / L3). You will also drive the innovation roadmap for the service (RUN) Operational Vendor Management for the key support vendors.ResponsibilitiesSupport the definition of the Operating Level Agreement (OLA) in the support ModelSupport the definition and measure against service level targets/key performance indicators (KPIs) for the suppliersEnsure that supplier performance meets or exceeds service level targets.Identify opportunities for re-organization of service operations to increase value by reducing costs or improving qualityAgree on the Service Scope of Service and associated Service Level Agreements (SLAs)Support the strategy of standardization, centralization, utilization of ITS as key vendor while maintaining or lowering the support cost per unit.Solution efficiency and differing ways of delivering the Service (i.e., SaaS)Onboard of new solutions (i.e., Cloud solution)Provide guidance on service operations strategy and standards.Supporting the business running operations, when appropriateRequirementsDeep and b road understanding of the Logistics / Supply Chain marketplaceExcellent knowledge of ITS and CoE's for other DSC domainsDeep and broad knowledge of key strategic products within the logistics environmentActing as SME (subject matter expert) for the service Delivery area in the landscapeExcellent Blue Yonder / Manhattan WMS technology knowledge (training will be provided to get to proficient level) At least +9 years of multi-disciplined IT experience including:Experience in large and sophisticated IT organizations with high volume / high transaction environmentService management experience in multiple IT ProductsExtensive experience in supporting and maintaining complex IT solutions with business unit and customer facing environmentITIL® 4 certification at least in Foundation level
