EDT Manager - Service Delivery

IT Service Delivery Manager

Work Flexibility: Hybrid

The IT Service Delivery Manager is the primary point of accountability for management and delivery of quality service for JDE ERP systems, including but not limited to Systems Administration, Service and Support, Database Administration, Change Management, Test Management and Release Management. The role will work closely with the vendor to ensure the successful onboarding & offboarding of applications within the application portfolio. The role will also work closely on build to run transition and hypercare support with the introduction of new releases and site deployments and extensions.

What You Will Do

• Drive excellence in operational processes (incident, problem, change, configuration) and continuously improve service performance and visibility.
• Oversee service monitoring, user access, and license management to ensure compliance and efficient system utilization.
• Maintain accurate and accessible service documentation (e.g. system specs, test scripts, knowledge articles, configurations).
• Manage vendor performance and contracts, including regular reviews and optimization of service expectations.
• Define, track, and report service KPIs, ensuring regular performance reviews with stakeholders and leadership.
• Analyze business needs and deliver innovative, data driven solutions, balancing cost, quality, and timelines while managing risks.
• Support and optimize project delivery and transition (build to run), ensuring strong SDLC practices, documentation, and automation where possible.
• Provide operational oversight and continuous improvement of the JDE ERP environment, ensuring system performance, stability, and alignment with business requirements.

What You Need

Required:

• Bachelor's degree in the areas of Computer Science, Engineering, Information Systems, Business, or equivalent field of study
• At least 7 years of experience in the field or in a related area required
• Strong application and systems understanding of ERP systems
• Excellent understanding of warehouse management systems
• Excellent understanding of Computer Systems Validation, GMP and 21 CFR Part 11, SarbanesOxley

Preferred:

• Experience with JDE is strongly preferred
• ITIL Foundations v4 certification
• Strong understanding of RF Technology, RFGen
• Lean Six Sigma certification / experience
• Investment in continued education
• Experience with one or more implementations of the Agile methodology and devops practices

Salary information will be provided during the recruitment process.

Travel Percentage: 10%