Manager, IT Service Delivery

at FedEx Logistics in Memphis, Tennessee, United States

Job Description

About FedEx Supply Chain

FedEx Supply Chain, a subsidiary of FedEx Corp. (NYSE: FDX), is a leader in the third-party logistics industry offering a diverse service portfolio that enables commerce for businesses. With a proven track record of innovation and operational excellence, FedEx Supply Chain takes a consultative approach to optimize logistics processes, implement innovative technology and drive continuous improvement. By leveraging best practices and the world-renowned FedEx network, FedEx Supply Chain delivers leading solutions that provide flexibility, enable scalability and improve cost-effectiveness for customers. Through more than 11,000 employees, 130 operations and 35 million square feet of warehouse space, FedEx Supply Chain manages nearly 150 million packages and processes 358 million returns each year. For more information, go to

We Have….

+ A strong FedEx brand consistently ranked among the world’s most admired and trusted employers.

+ A top notch leadership team with the experience needed to grow and develop your career.

+ An open mind for new ideas and creative methods.

+ A strong compensation and benefits package, including health, vision, dental, 401k with a strong match and much more!

General Summary….

The Manager, IT Service Delivery- Operational Endpoint Reliability and Support oversees the reliability, management, administration and execution of global operational endpoint support of the organization including but not limited to operational sites and remote based Level 1 and Level 2 support teams and system configuration. They serve as the main point of contact on all IT-related matters for operations and customers. They also focus on improvement of the systems configurations including areas such as WM put-away logic, location profiling etc. Responsible for managing multiple teams of Business Systems Analysts, responsible for Hypercare model as well as white-glove support model supporting new customer implementations, Level 1, and Level 2 support activities.

This position will be responsible for…..

+ Manages multiple teams. Management responsibilities include, but are not limited to hiring, coaching, skills development, recognition and rewards, staff productivity and performance management to include disciplinary actions up to and including termination.

+ Primarily accountable for operational excellence initiatives spanning to include, but are not limited to hardware, laptops, desktops, RF Scanners, centralized alerting, monitoring, 24*7*365 global support model etc.

+ Provides leadership and initiative in the solutions to improve the availability, scalability, latency, resiliency, and efficiency across the enterprise supporting warehouses and its operational needs.

+ Responsible for improvements to end-to-end availability and performance of mission critical services and build automation to prevent problem recurrence.

+ Drives improvement initiatives that support the overarching global reliability of the company’s operational endpoints, including capacity planning, failover strategies, performance improvements, reduction of Mean Time to Awareness/Resolve and postmortems.

+ Leads the improvement and optimization of service conditions. Leverages critical thinking to improve best practices and provides enterprise-level recommendations that ensure reliability and resiliency. Mentors those in less senior positions.

+ Plans, organizes, staffs, directs and controls the day-to-day operations of the department; develops and implements policies and programs as necessary.

+ Develops and manages the department budget, ensures compliance and addresses variances and other budget concerns.

+ Act as the primary IT relationship owner for operations and client leadership.

+ Interacts with internal and external clients on all levels to help resolve IT-related issues and provides answers in a timely manner.

+ Work with Operations Managers to understand business strategy, IT roadmaps and how to translate them into enterprise IT services and support requirements with a focus on continual improvement.

+ Tracking and documentation of user requests, engaging appropriate site/corporate/client/vendor resources to support the operation and timely closing of support service requests.

+ Perform and provide analysis to the leadership for enhancements and improvements.

+ Work as the primary vendor designates in resolving and prioritizing defects and incidents.

+ Develop and maintain tracking tools for support service requests.

+ Engage appropriate expert resources when complex support issues arise outside of the WMS and other application.

+ Work with Clients and Vendor to escalate and manage incidents and problems.

You might be a great fit if….


+ Bachelor’s Degree or equivalent in Computer Science, Information Systems, or related field and 8 years of relevant experience.

+ Span of control is at department level or above.

+ Two (2) years of management experience desired.

+ Minimum of 7 years of experience supporting or implementing one or more of the following WMS systems is preferred: Manhattan, JDA or Red Prairie.

+ Minimum of 5 years of experience supporting or implementing large scale operational hardware and end point site support deliverables.

+ Experience with warehouse operations, execution systems, and automation and the use of high-speed conveyor equipment in a high-volume fulfillment center.

+ Basic UNIX and Oracle knowledge is required.

+ Experience with system design, configuration, customization, integration, testing and support

+ Experience with all aspects of system implementation including, but not limited to, gathering requirements, designing the future state solution, as well as supporting testing and post implementation

+ Supply Chain experience is required.

+ Excellent analytical and problem-solving skills.

+ Successful teamwork experience and demonstrated leadership abilities are required.

+ Experience leading a similar team or support organization.

+ Proven ability to transfer knowledge and stay aware of current trends and technical advancements

+ Time management skills are a must; as well as the ability to be flexible and creative

+ Must be willing to travel – 50 % of time.

+ Customer service driven.

+ Strong team player.

Physical/Cognitive Requirements

With or without accommodation:

+ Ability to follow policies and procedures.

+ Ability to read, write and interpret information.

+ Ability to add, subtract, multiply and divide.

+ Ability to use hands to manipulate, handle, or feel.

+ Ability to sit/walk/stand for up to 8 hours per day.

+ Must possess visual acuity, i.e., close, distance, and color vision, depth perception and the ability to adjust focus..

ADA – FedEx Supply Chain will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available for qualified individuals with disabilities throughout the subsequent application process.

Fed Ex Supply Chain is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Job ID: 37588

Schedule: Full-time

Requsition ID: 37588

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Job Posting: JC194582011

Posted On: Oct 10, 2021

Updated On: Nov 01, 2021