Warehouse Service Delivery Manager

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.

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.

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.