Associate Manager - WMS DevOps Service

Overview

The purpose of this role is to support our growing global AWMS capability. We are seeking a DevOps analyst with strong warehouse process and IT knowledge to drive change adoption, transition to sustain (T2S) and build enterprise capability across the user base to reduce incidents and problems, driving day to day service delivery.

The successful candidate will help deliver and sustain the Affordable WMS (AWMS) roadmap, supporting the deployments envisaged across multiple markets, and will be part of the end-to-end IT centre of excellence for all markets who use the LEA Reply AWMS template.

This role requires a mix of business and technical acumen, stakeholder engagement, and a process optimisation mindset. The expectation is you will be hands-on, driving the delivery of key outcomes and continuous improvement in the service.

You will support the AWMS Service Manager in triaging, assigning, resolving (and acting as escalation point for critical) incidents, both during office hours and occasionally out of hours, coordinating with the vendor and with key IT capability teams to assure the end to end service excellence.

You will support the AWMS Delivery Lead in partnering with local BU/OU key users to take ownership of the solution and build capability within their facility, with a train-the-trainer culture to drive adoption and reduce dependence on the vendor as well as on the global Enterprise Solutions team.

A key element of the role will be in implementation, driving process adoption and supporting key users as they learn business and IT processes. Once live, you will support the business as usual (BAU) service management, helping with prioritisation of change requests across OUs new demand, and documenting best practices as Knowledge Base articles in ServiceNow.

The core application in scope, LEA Reply, is a business critical 24/7 operational application essential to enable the fulfilment of demanding customer service targets across PepsiCo, part of PepsiCos critical Make Move Sell (MMS) application portfolio. This criticality applies to the end to end process, including integrated systems primarily SAP ECC, but in some cases local automation solutions driving warehouse productivity (eg. ASRS, autonomous VNAs, conveyoring). As such the role entails critical BIL 1 Application SME accountability.

Responsibilities

• Incident resolution for WMS and integrations, including interfaces with ERP (e.g., SAP), automation systems, and warehouse IT hardware ie. handheld terminals (HHTs) printers.
• Core IT functional ownership of LEA Reply Europe (and potentially LATAM, subject to global op model evolution) assignment group to ensure ServiceNow incidents and problems are resolved to meet service levels.
• Devises, owns and manages transition to sustain (T2S) approach and service plan and service management for BAU (business as usual) to assure PepsiCo standard service continuity for markets once live.
• Supporting the AWMS sites and markets in non-vendor defects and issues, especially business process errors, user application errors, or broader competency-based issues.
• Maintains ServiceNow knowledge base of key articles to ensure supporting materials meet the needs of the user base.
• Incident resolution for other platforms and applications in the scope of our team, including but not limited to Global Network Design (Lyric)

Qualifications

• Candidate should have 6-7 Years of experience
• Fluent English.
• Warehouse process knowledge.
• ITIL industry standard IT service management knowledge experience.
• SAP ECC process knowledge.
• Demonstrable capability of building trust across different cultures, ability to manage challenging stakeholders at all levels. Strong communication, interpersonal and mentoring skills. Proven ability to influence and collaborate cross-functionally and with vendors.
• Autonomous self-starter not afraid to get stuck into the detail (technical or functional) to get things moving and drive delivery or problem-solving when required. Flexibility to adapt to the demands of the moment self-reliance ability to adapt to a changing environment, to achieve the desired outcome.
• Ideal: LEA Reply WMS experience, SAP ECC user experience, warehouse automation integration experience, and broad knowledge of PepsiCos Supply Planning processes systems.
• Ideal: proficiency in Jira / Confluence / ServiceNow / ADO, with service management experience, reporting to leadership level.