Huron is a global consultancy that collaborates with clients to drive strategic growth, ignite innovation and navigate constant change. Through a combination of strategy, expertise and creativity, we help clients accelerate operational, digital and cultural transformation, enabling the change they need to own their future.
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The Managed Services Functional SCM Manager is responsible for overseeing the delivery of managed services to a portfolio of +/-10 clients and ensuring the overall success of the managed services department within an organization. This role involves managing a team of professionals, coordinating service delivery, developing client relationships, and driving operational excellence. The Managed Services Manager plays a critical role in meeting client expectations, achieving service level agreements (SLAs), and maximizing client satisfaction.
Key Responsibilities:
- Service Delivery Management: Oversee the end-to-end delivery of managed services to clients in the Supply Chain Management area, ensuring adherence to SLAs, quality standards, and contractual obligations. Monitor service performance metrics, including service uptime, response time, and customer satisfaction, and take proactive measures to address any deviations or issues. Perform dual roles both as an independent performer of the SCM support issues and a team leader.
- Incident and Problem Management: Collaborate with cross functional support teams to ensure timely resolution of incidents and problems affecting managed services. Establish effective incident management and problem-solving processes to minimize service disruptions and mitigate risks.
- Quarterly upgrades support: Strategize the implementation and support of new features and best practices for our clients. Handle the review analysis sessions, provide roadmap in implementation of new features, support demos and post-go-live support of these enhancements.
- Regression testing: Support the automation testing of the regression testing for various clients on different cadences. Coordinate with the automation team, strategize the implementation of automation testing for new clients and process improvements of the existing clients for SCM regression testing.
- Team Leadership: Manage and coach a team of managed services professionals, providing guidance, support, and performance feedback. Foster a collaborative and high-performing team culture, promoting professional development and continuous improvement.
- Service Improvement Initiatives: Continuously assess and improve the efficiency and effectiveness of managed services delivery processes. Identify opportunities for automation, standardization, and process optimization to enhance service delivery quality, reduce costs, and drive customer satisfaction.
- Vendor Management: Manage relationships with external vendors and partners involved in the delivery of managed services. Collaborate on service improvements, resolve vendor-related issues, and ensure compliance with contractual agreements.
- Client Relationship Management: Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point. Understand client needs, proactively identify opportunities to enhance services, and collaborate with clients to align service delivery with their business objectives.
Qualifications:
- Deep understanding of the administration and maintenance of Oracle SCM Cloud system with minimum 10 years of experience.
- Have strong implementation or support experience in SCM areas like Procurement, Order Management, Inventory, Costing, Advanced Procurement, Manufacturing, Supplier administration.
- Experience with REDWOOD implementation is a highly desired skill set
- Experience working with various integrations (inbound/outbound) Oracle SCM is an asset.
- Experience working with managed services or working with multiple clients is a strong asset.
- Experience of implementing with the quarterly release features in the SCM area is highly desirable.
- Excellent communication and interpersonal skills to build relationships with clients and internal stakeholders.
- Bachelor's degree in business administration, information technology, or related field (or equivalent experience).
- Proven experience in managing a team in a managed services or IT services environment.
- Experience with ticketing tools such as ServiceNow is a nice to have.
- Deep understanding of managed services concepts, service level agreements, and ITIL frameworks.
- ITIL or other relevant certifications are a plus.
The estimated base salary for this job is $145,000 - $170,000. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $166,750- $212,500. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.
Position Level
Manager
Country
United States of America
