Service Delivery Manager / Sustainment Delivery Lead

Job Description

Job Description

Senior Service Delivery Manager

Job at a Glance
Title: Senior Service Delivery Manager – Supply Chain Technology / Warehouse Management Systems (WMS)
Location: 4 days onsite in Lake Buena Vista, FL, WFH on Fridays
Contract: W2 only, 12 month contract with potential for extension or conversion to full time with either the client or CEI
Pay: $70-75/hour + optional medical, dental, vision, 401(k) match

Overview
We are seeking an experienced Senior Service Delivery Manager to support the ongoing operational health and sustainment of an enterprise Warehouse Management System (WMS) application portfolio. This individual will serve as the operational liaison between business stakeholders, technical teams, and third-party support providers to ensure production stability, timely incident resolution, and continuous improvement of critical supply chain applications. This role is ideal for someone who thrives in a fast-paced operational environment, balancing production support, vendor coordination, backlog prioritization, and stakeholder communication while driving service excellence across enterprise warehouse systems.

Key Responsibilities

• Lead day-to-day operational support activities for enterprise Warehouse Management Systems (WMS).
• Monitor production incidents, coordinate triage efforts, and drive timely issue resolution.
• Manage and prioritize Jira backlogs, ensuring operational work aligns with business priorities.
• Serve as the primary point of coordination between business users, technical teams, and third-party vendors.
• Facilitate incident reviews, problem management discussions, and root cause analysis activities.
• Track operational metrics, service levels, and issue trends while identifying opportunities for continuous improvement.
• Coordinate production support activities, maintenance windows, and release readiness.
• Communicate application health, operational risks, and status updates to business and technology stakeholders.
• Partner with Product Managers, Business Analysts, Engineering, and Operations teams to ensure smooth transition of enhancements into production support.
• Develop and improve operational processes, support documentation, and service management best practices.

Required Skills

• 5+ years of experience supporting enterprise applications within Supply Chain or Warehouse Management environments.
• Experience managing production support, application sustainment, or service delivery functions.
• Working knowledge of Warehouse Management Systems (WMS) and warehouse operations.
• Experience leading incident management, operational triage, and production issue resolution.
• Experience managing vendors or third-party service providers.
• Strong experience with Jira, including backlog management, work prioritization, and issue tracking.
• Ability to effectively communicate with business stakeholders, technical teams, vendors, and leadership.
• Strong organizational, analytical, and problem-solving skills.
• Experience working within Agile or hybrid delivery environments.

Required Education

• Bachelor's degree in Information Technology, Computer Science, Business, Supply Chain, or a related field, or 15 years of equivalent professional experience.

Preferred Skills

• Experience supporting Blue Yonder, Manhattan, SAP WMS, Oracle WMS, or similar Warehouse Management platforms.
• Experience with service management, production support, or application sustainment.
• Knowledge of warehouse operations, inventory management, fulfillment, or distribution center processes.
• Experience coordinating application releases, production deployments, and post-release stabilization.
• Familiarity with ServiceNow or similar IT Service Management (ITSM) platforms.
• ITIL Foundation or other service management certifications.
• Experience with operational reporting, dashboards, KPIs, and service metrics.

Why Should I Apply?
This role offers the opportunity to lead critical supply chain systems in a dynamic environment, ensuring operational excellence and continuous improvement. If you thrive in fast-paced settings and have a passion for service delivery, this position is an excellent fit.

About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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