NXA Talent
Warehouse Service Delivery Manager
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Warehouse & Automation Service Delivery Manager
About the Role
We are looking for an experienced Warehouse & Automation Service Delivery Manager to take ownership of the ongoing service delivery, performance and continuous improvement of automated warehouse and logistics systems.
You will act as a key point of contact between customers, operations, engineering, IT and technology partners, ensuring warehouse automation solutions remain reliable, performant and aligned with operational requirements.
This is a highly customer-facing role, responsible for managing service performance across complex automated environments and ensuring agreed SLAs, KPIs and contractual commitments are consistently achieved.
Key Responsibilities
- Own the end-to-end service delivery of warehouse automation and associated IT/OT systems.
- Act as the primary point of contact for key customers and operational stakeholders.
- Manage service performance against agreed SLAs, KPIs and contractual commitments.
- Lead the management of incidents, problems, changes and service escalations.
- Coordinate internal engineering, software, IT and operational support teams to resolve issues effectively.
- Ensure clear communication throughout the incident and service management lifecycle.
- Monitor system performance, availability and reliability across automated warehouse environments.
- Lead regular service reviews with customers, providing performance reporting, trends and improvement plans.
- Identify recurring issues and drive root cause analysis and preventative actions.
- Develop and implement continuous service improvement initiatives.
- Manage risks and ensure appropriate business continuity and contingency plans are in place.
- Support the transition of new warehouse automation projects into BAU/service operations.
- Work closely with project and engineering teams to ensure new solutions are supportable and meet operational requirements.
- Manage third-party suppliers and technology partners where required.
- Contribute to service strategy, processes and operational best practice.
- Ensure appropriate documentation, processes and governance are maintained.
- Support commercial discussions, contract reviews and service improvement opportunities where required.
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Warehouse Automation Environment
The successful candidate will ideally have experience working within automated logistics or intralogistics environments, with an understanding of technologies such as:
- Warehouse Management Systems (WMS)
- Warehouse Control Systems (WCS)
- Warehouse Execution Systems (WES)
- Automated Storage & Retrieval Systems (AS/RS)
- Conveyor and sortation systems
- Automated Guided Vehicles (AGVs/AMRs)
- Robotics
- Material handling equipment
- PLC/control systems
- System integrations and interfaces
- IT/OT environments
Experience with platforms such as Blue Yonder, Manhattan, SAP EWM, Dematic, Vanderlande, KNAPP, TGW or similar automation/WMS technologies would be advantageous.
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Key Skills & Experience
- Proven experience in Service Delivery, Service Management or Operational Management within a complex technology or engineering environment.
- Experience working with warehouse automation, logistics technology, WMS or industrial/IT-OT environments.
- Strong understanding of SLA, KPI and contractual service management.
- Experience managing incidents, problems, changes and escalations.
- Strong customer and stakeholder management skills.
- Experience coordinating multi-disciplinary technical and operational teams.
- Strong understanding of root cause analysis and continuous improvement.
- Commercially aware with the ability to understand customer requirements and contractual obligations.
- Excellent communication and relationship-building skills.
- Ability to operate effectively in high-pressure, mission-critical environments.
- Strong analytical and problem-solving capabilities.
- Experience managing third-party suppliers and technology partners.
Desirable
- ITIL qualification or equivalent Service Management experience.
- Experience within an automated distribution centre or fulfilment environment.
- Knowledge of WMS/WCS/WES architecture and system integrations.
- Experience supporting large-scale warehouse automation implementations.
- Experience managing service transitions from project delivery into BAU.
- Understanding of IT and OT infrastructure.
- Experience working within 24/7 operational environments.
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