Warehouse Service Delivery Manager

NXA Talent; West Midlands; On-site; GBP 70,000 - 110,000; Full time

Job summary

NXA Talent seeks a Warehouse & Automation Service Delivery Manager to own ongoing service delivery across automated warehouse systems, coordinating with customers, operations, engineering, IT and partners to maintain reliability and performance.

You will lead incidents, changes and service reviews, drive improvements, and ensure contractual commitments are consistently achieved in a high-pressure, 24/7 environment.

Qualifications

• Experience delivering services in automated warehouse/logistics environments.
• Strong understanding of SLA, KPI, and contractual obligations.
• Proven ability to manage incidents, problems, changes and escalations.
• Excellent communication and stakeholder management skills.
• Experience coordinating cross-functional technical and operations teams.
• Knowledge of ITIL or similar service management frameworks.

Responsibilities

• Own end-to-end service delivery of warehouse automation and related IT/OT systems.
• Act as primary point of contact for customers and operational stakeholders.
• Manage service performance against SLAs, KPIs, and contracts.
• Lead incident, problem, change and escalation management.
• Coordinate internal engineering, software, IT and operations teams to resolve issues.
• Communicate clearly throughout incident and service management lifecycles.
• Monitor system performance, availability and reliability of automated environments.
• Lead regular service reviews with customers and provide reports 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 business continuity plans are in place.
• Support transition of new automation projects into BAU/service operations.
• Ensure new solutions are supportable and meet requirements.

Skills

Service Delivery

Warehouse Automation

SLA & KPI Management

Incidents & Changes

Stakeholder Management

Root Cause Analysis

Continuous Improvement

Vendor & Partner Collaboration

ITIL Knowledge

IT/OT Integration

Job description

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
• PLC/control systems
• System integrations and interfaces

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.
• 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.