IT Senior Manager, Distribution and Operations Support - Full-time / Part-time

Job Description:

The Senior Manager, Distribution and Operations Support oversees the IT team supporting the core functions, applications and procedures used by the APG Distribution Centers.  Advocates for the APG DCs with all IT functions to ensure they are receiving the best service possible in a timely manner.  Manages level one through level four frontline DC IT support and mainframe teams. 

Responsibilities:

• Advocate for the APG DCs with all IT functions to ensure they are receiving the best service possible in a timely manner.
• Be the IT liaison between the IT development teams, APG operations department and DCs to understand, analyze, and resolve critical production system issues.
• Work with the DCs to identify and drive improvements to the processes and warehouse management systems they use.
• Identify and implement ways to improve the effectiveness and efficiency of the DC production support teams.
• Ensure all APG IT Operations Key Performance Indicators are met/exceeded. Establish additional KPIs as needed.
• Understand organizational goals, strategies, practices, and user projects so that team is able to support business needs and objectives.
• Aid in preserving company assets in a disaster recovery situation; knowing and assisting in implementing back-up procedures, information security and control structures.
• Monitor all IT projects that impact DC operations and work with the respective project teams to ensure new functionality can be supported in the production environment and meets the needs of the customers.
• Assist development teams with reviewing/testing all fixes and new functionality to ensure there is no negative impact in the production environment.
• Provide exceptional customer service while resolving operational support issues for end users and the business.
• Escalate critical customer and/or business situations to the appropriate level of management.
• Monitor incoming issues for trends and identify ways to proactively address/eliminate them.
• Recommend potential service enhancements to management by collecting customer information and analyzing customer needs.
• Collaborate with all stakeholders to help prioritize fixes with limited resources.
• Build and maintain relationships with the APG IT customers.
• Ensure team is trained on all skills needed to provide support to the business.
• Maintain high level of quality service to the APG business.
• Maintain professional and technical knowledge of Distribution Center systems and processes. 

Qualifications:

• Bachelors’ Degree or equivalent.
• 5+ years in a managerial position
• 4+ years of Distribution Center experience (operational and/or support)
• Previous experience in an IT warehouse/distribution production support role preferred
• Strong foundation in how distribution centers operate
• Strong foundation in warehouse management systems, JDE experience is a plus
• Experience with Incident and Problem tracking Service Management software, ServiceNow experience is a plus
• Excellent interpersonal, verbal/written communication skills and able to adapt to varied audiences
• Excellent organizational and planning skills
• Strong problem solving, troubleshooting and analytical skills
• Able to work in an energetic, fast-paced, 24 x 7 environment
• Able to work independently and within a team
• Able to work under pressure and manage multiple priorities
• Fluent with Microsoft suite of products: Outlook, Excel, Powerpoint and Word

GPC believes the fair and equitable treatment of employees, customers, suppliers and other persons is critical to fulfilling its vision and goals. GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender identity, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC’s policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.