Service Manager- Supply Chain Technology (Marlborough)

Service Manager Supply Chain Technology is a leadership role within the IT Supply Chain Products team, responsible for ensuring a consolidated, cohesive, and effective operation d-and support function across all Supply Chain technology supporting Ambient and Perishable businesses. This role demands a deep understanding of mission-critical supply chain systems, exceptional operational management skills, and the ability to lead both internal teams and vendor partners across hybrid support environments.

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.

Required Skills:

• Bachelors degree in information systems, Computer Science, Supply Chain Management or a related discipline.
• 8 or more years of IT experience in application development and/or production support.
• 6 or more years of experience supporting enterprise Supply Chain systems in retail, distribution, or logistics environments.
• 3 or more years of experience in IT operational service delivery or ITIL-aligned support roles.
• 3 or more years of leadership experience in a hybrid support environment (onshore/offshore).
• Ability to quickly understand and lead support for complex application ecosystems with limited documentation.

Desired Skills:

• 10 or more years of related IT experience in the retail or supply chain domain.
• 10 or more years working in hybrid team structures (onshore/offshore/vendor-supported).
• Results-oriented leader with a strong desire to drive support excellence across business-critical systems.
• Relevant certifications in ITIL, Supply Chain technologies, or operations management.
• Demonstrated ability to guide and delegate work within diverse and distributed support teams.
• Strong communication and collaboration skills to align with both technical and business stakeholders.