Manager, IT Service Delivery

Manager, IT Service Delivery

The Manager, IT Service Delivery oversees the administration and execution of Level 1 and Level 2 support teams and system configuration. This role serves as the primary IT contact for operations and clients, ensuring timely resolution of issues and continuous improvement of system configurations, including warehouse management (WM) logic and location profiling. The manager leads multiple teams of Business Systems Analysts responsible for new system implementations and ongoing support activities.

Primary Responsibilities

• Manage multiple teams, including hiring, coaching, skill development, recognition, and performance management.
• Plan, organize, staff, direct, and control daily departmental operations; develop and implement policies and programs.
• Develop and manage the department budget; ensure compliance and address variances.
• Act as the primary IT relationship owner for operations and client leadership.
• Resolve IT-related issues and provide timely responses to internal and external clients.
• Track and document user requests; engage appropriate resources to support operations and close service requests.
• Analyze and recommend system enhancements and improvements to leadership.
• Serve as primary vendor liaison for defect resolution and incident prioritization.
• Develop and maintain tracking tools for support service requests.
• Engage expert resources for complex issues beyond WMS and related applications.
• Collaborate with clients and vendors to escalate and manage incidents and problems.

Education and Experience

Skills and Qualifications

Requirements, Perks, and Benefits (US – Exempt)

Physical & Cognitive Requirements (With or Without Accommodation)

Equal Opportunity Employer

FedEx Supply Chain, Inc. is an Equal Opportunity Employer, including veterans and individuals with disabilities.

E-Verify Program Participant

Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (for U.S. applicants and employees only). Please click below to learn more :

FedEx Supply Chain is committed to providing access, equal opportunity, and reasonable accommodation for qualified individuals with disabilities in its application procedures, hiring, and other terms and conditions of employment. To request a reasonable accommodation, please contact FSC.TalentAcquisition@fedex.com .

Perks and Benefits at FedEx Supply Chain (FSC)

Note : Pay is based on several factors including, but not limited to, market location and may vary depending on job-related knowledge, skills, education / training, and a candidate’s work experience.

Job Disclaimer (US)

Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify duties or assign additional responsibilities as necessary to meet business needs.