Warehouse and Fulfilment Application Support Manager

2 weeks ago

Chippenham, Wiltshire, United Kingdom Wincanton Full time
Job Overview

The Warehouse and Fulfilment Application Support Manager will be responsible for leading the day-to-day running of the Application Support team, ensuring all demand and workload is captured and managed, and a high quality of service is delivered at all times in line with SLAs and KPIs.

In addition to coordinating all aspects of support, covering both BAU, changes to services, and project transition, they will be accountable for the BAU production service availability.

The role holder will work in conjunction with the Architecture team to ensure all Warehouse and Fulfilment applications are maintained in line with the roadmap, updated correctly, and will drive out standardisation of design, delivery, and BAU management.

Key Responsibilities
  1. Leadership of the Warehouse & Fulfilment Application Support Team to ensure day-to-day availability of all Wincanton Application services to our operations and customers.
  2. As owner of the application, work closely with technical teams when they are troubleshooting faults on their infrastructure to ensure maximum application uptime.
  3. Responsible for the line management of the team through regular 121s, ensuring stretching objectives and PDPs are in place, and that all reports receive timely, open, and honest feedback.
  4. Ensuring capacity management is regularly undertaken and that all application monitoring and alerting is in place and actively being undertaken.
  5. Ensures completion of IT risk registers with details understood, articulated, documented, and communicated. Continually identify, evaluate, assess, direct, monitor, and reduce IT-related risk to within tolerance levels.
  6. Ensure applications within span of control have and are aligned to the IT business continuity and ensure appropriate continuity of those applications, including Disaster Recovery plans in place and tested.
  7. Ensure the various suppliers of services are able to co-ordinate their activities in order to ensure service continuity in the event of incident or problem.
  8. Ensure strict adherence to group Change and release policies across area of responsibility.
  9. Play a key role in major incident management, interfacing where appropriate between the service provider and the key business users.
  10. Undertake reporting reviews and trend analysis.
  11. Accountable for Service Improvement Plans as appropriate, ongoing ownership and execution across the Application Support Team.
  12. Point of escalation for all Priority 1 incidents within Application Support, in and out of normal service hours.
  13. Ensure transition to from project to BAU is completed rigorously and correctly.
  14. Ensure the use of Wincanton IT products, services, standards, and policies in-line with the business and client requirements.
  15. Problem Resolution and Escalation.
  16. To manage all support services and manage according to agreed OLA's and SLA's Wincanton suppliers and partners.
  17. Travel to Wincanton sites.
Requirements
  • Minimum 5 years' experience in similar role.
  • Strong technical skills in Manhattan or associated Warehousing applications.
  • Strong leadership, communication, and coaching skills.
  • Excellent team building skills.
  • Strong Stakeholder Management skills.
  • ITL v3 Foundation (minimum).
  • High degree of transport and logistics awareness.
  • Strong customer service and relationship management.
  • Excellent verbal, written, and presentation skills.
  • Ability to think innovatively and drive forwards change and implement plans.
  • Wide and detailed IT knowledge, together with the ability to quickly understand services provided to the business and the business use of those services.
  • Experienced in service level and operational level management.
  • Good Strategic/Procedural skills.
  • Can build strong relationships with suppliers, vendors, managers, and directors throughout the business.
  • Pragmatic, focused on action and application to make a tangible difference to personal performance, team delivery, and business results.
  • Warehouse Operational background desirable.
Capabilities
  • Strategic thinker.
  • Influencing skills.
  • Clear communication, including technical issues.
  • Ability to travel inside and outside of the UK.
  • Ability to work with and develop new team.
  • Ability to gain commitment from others.
  • Good commercial/contract skills.
  • Good negotiation skills.
Our Culture & Benefits

In addition to a generous salary, we really value our people and offer a friendly, safety-first working environment, along with other benefits including company pension scheme, generous holidays, cycle to work scheme, employee benefits include, online discount platform, onsite parking, and much more.

Our people are at the core of our business and what makes Wincanton great. That's why we also provide significant opportunities for career development and progression, as well as training enrichment and multi-skilling, in a dynamic working environment.

Be a part of our values; Excellence, Integrity, Passion, Proactivity, Togetherness & Trust.

Our Commitment

We are committed to providing equality of opportunity for all employees. We want to create an environment where all colleagues feel safe, supported, and valued, whilst feeling they can be their whole selves within our workplaces. We are proud that our colleagues represent us and our successes. Attracting diverse teams, we believe in creating an inclusive, respectful organisational culture for our colleagues and future talent.

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