Solution Architect WMS

10 15 years as Business Analyst in Warehouse domain with strong expertise in Planning, Process and Financials, along with Manhattan WMS and custom WMS systems

Secondary Skill:

SQL & Data Analysis, Power BI/Excel Reporting, BPMN/Process Modeling (Visio), JIRA/Confluence, UAT/Test Coordination, ERP/Procurement systems (SAP MM, Oracle Retail RMS)

Job Description:

Roles & Responsibilities

• Oversee the end-to-end service delivery process, ensuring alignment with client expectations and business objectives
• Lead a team of professionals, providing mentorship and guidance to enhance their performance and career growth
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to monitor service delivery effectiveness
• Conduct regular service reviews with the clients addressing concerns and identifying opportunities for improvement
• Implement continuous improvement initiatives to optimize service delivery workflows and enhance client satisfaction
• Act as the primary point of contact for client escalations and ensure timely resolution of issues
• Coordinate with cross functional internal teams to ensure timely and accurate service delivery, addressing any issues that arise
• Gather and analyze service performance data to identify trends and opportunities for improvement
• Build and maintain strong relationships with client, acting as a point of contact for service-related inquiries

Qualifications

• 8+ years of experience in service delivery management or related roles
• Proven track record of successfully managing service delivery for enterprise-level clients
• Strong understanding of ITIL framework and best practices in service management
• Exceptional communication and interpersonal skills, with the ability to build relationships with clients and stakeholders
• Ability to analyze data and generate insights to inform decision-making
• Excellent verbal and written communication skills
• Ability to work collaboratively in a team-oriented environment
• Having a proven track record in leading and managing large teams

Preferred Skills

• Experience in project management methodologies such as Agile or Scrum
• Familiarity with service management tools and platforms
• Relevant certifications, such as ITIL, PMP, or Six Sigma

Technical Skills

• In depth knowledge of Warehouse Management System, along with good working knowledge of SCI reporting and Labor Management modules
• Excellent understanding of integration development
• In depth knowledge of Transportation Management Systems (generic)
• Proficiency in service management software and tools
• Strong analytical skills with experience in data analysis and reporting
• Familiarity with cloud services and infrastructure
• Strong understanding of ITIL framework