SUMMARY:

As Senior Lead, Service Delivery – Distribution Systems you will manage the implementation and support of system solutions within Under Armour's Distribution Network. The areas of responsibility include inbound and outbound transportation, inventory and order management, technical interfaces, and labor management.

You will work closely with BRMs, IT Leadership, and Functional Area Leaders to understand and measure business outcomes of the provided solutions and service. This role requires a comprehensive understanding of distribution matched with technical expertise and organizational skills used to drive solutions that are efficient, effective, adopted by the user community, and minimize support requirements.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Service Delivery Management:
  • Partner with solution and enterprise architects to create and execute the strategy and roadmap within the distribution network
  • Act as single point of engagement for demand planning and demand management conversations with business partners around their needs for specific capabilities
  • Review business requests for system enhancements and undertake cost evaluation, drive solution architecture discussions, and own release planning
  • Provide oversight and guidance to service delivery team that executes the design, testing, implementation, and support for projects and enhancements
  • Manage release cadence including requested enhancements, defects, and projects and ensures work completed on-time and on-budget
  • Communicate IT changes to user community, IT management, and Operations leadership
  • Accountable for the quality of service and responsible for addressing service failures, within the Distribution Network
  • Consistently strive to reduce incoming tasks and incidents
  • Prioritize problems / Dispatch service requests to Technology and Delivery Teams
  • For escalated support issues or major system problems, initiate and lead cross functional team to resolve issue through business process or technology improvements
  • Monitors key operational support metrics to ensure high level of support for functional area
  • Keep abreast of industry trends and innovations and future technology development for the distribution and transportation functional areas

Relationship Management:

  • Manage relationship with managed service providers and ensure adherence to SLAs and overall quality of L1 & L2 support
  • Manage relationships with technology vendors and consultants to ensure consistently high quality deliverables
  • Builds relationships with immediate team and across other IT and business teams in order to drive cross functional synergies

 

CRITICAL SKILLS:

  • Strong verbal and written communication skills, including the ability to translate complex technical concepts in business terms for functional leadership including VP+
  • Ability to understand and communicate IT objectives, performances and measurements such as KPI and TCO  within the business and IT organization
  • Proven collaboration, negotiation and influencing skills
  • Knowledge of ITIL Service Operations concepts
  • Strong customer focus
  • Ability to highlight/identify gaps in existing functionality or processes and frame this problem in Technology terms
  • Excellent problem solving skills – able to identify, analyze and propose solutions to various consumer, technical and business issues
  • Exceptional team player with excellent interpersonal skills
  • Expert in defining, managing and measuring Service Level Agreements (SLAs)
  • Forward thinking with a passion for improvement

QUALIFICATIONS:

  • 10+ years’ of IT experience, including experience managing relationships with internal business customers.
  • Deep functional knowledge of distribution processes
  • Proven experience with the analysis of complex business and/or systems/technical requirements or issues and the ability to develop innovative solutions
  • Hands on experience in multiple full life-cycle WMS project implementations or major cross functional projects is required either in an implementation or business owner role
  • Experience with managing relationships with internal business customers
  • Refined project management skills

EDUCATION and/or EXPERIENCE:

  • Bachelor’s Degree in Information System Management, Computer Science, or a relevant business area preferred , but relevant professional experience will be considered.\
  • Masters in Business Administration or Computer Science degree a plus
  • Minimum 5-10 Years’ experience hands on working with WMS/WES systems with a focus in area of responsibility

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