The Technology Solutions & Delivery Manager I (TSDM), is a part of the Americas Technology Solutions Team within IT. The role is responsible for supporting customer success and product management activities related to customer facing applications housed under Logistics SuperSuite.
Responsibilities:
These activities include (but not limited to):
- Supporting customer and internal users adoption of LSS+ solutions to manage daily supply chain activities, and leverage the technology solutions to support further business portfolio development with customer
- Technology solutions implementation and project management, playing the role of a technology subject matter expert offering consultancy, identify and validate IT business solutions to meet customer needs. Co-ordinate and collaborating with IT, customer service and operations to ensure successful implementation and service delivery
- Pre-sales support in application demonstrations and presentations, post sales solutions and customers on-boarding
- Post implementation support, provide user trainings, follow up and resolve exception / bug incidents related to technology
- Discover and refine user requirements to enhance APLL’s technology solutions. Participates and presents at customer user group meetings
- Participates in User Acceptance Testing (UAT) and provides feedback on application releases and rollouts.
The TSDM will serve as the “Go To” person related to LSS+ customer facing application needs for the assigned region (North America) and related global activities. He/She/They will represent the IT application team in meetings with customers and internal business teams, and then represent application and system needs to the Product Owners and IT teams for evaluation and direction.
The TSDM ensures consistency across geographies. To this end, the TSDM will participate in Technology Solutions regional team meetings and training to ensure that they are in synch with the methods, process and best practices in use by the other regions. The TSDM will have an expert knowledge of Application processes related to change control, enhancement and releases and provide inputs to IT that follow the agreed upon processes and are aligned and prioritized together with the other regions.
The TSDM is an asset to both the product team and customer success team, in that the role will support the execution of the APLL’s Technology roadmap deliverables with training and rollout, while working closely with customer support teams to deliver highest level of services for our customers, with the purpose to drive revenue growth.
Key Accountabilities:
- Implementation Support – Identifying and validating IT business solutions to meet customers’ implementation requirements. Collaborate with IT, Customer Support and Operations. Assist in setup, training, issue resolutions.
- Participate in customer meetings to present APLL Customer Facing Applications, provide additional training and identify technology solutions.
- Identify new application enhancements and roll out to the region. Develop requirements documentation (i.e. Commitment Doc, BRD, SOW). Assist the development teams in defining business use cases.
- Production Support – Maintain Application Specialist Helpdesk. Review and evaluate application issues from both internal and external customers. Write and submit enhancement and/or bug requests as needed. Serve as a SME to the Product/Application Owner for their assigned region/customers requirements and needed.
- Application Support – Assist product owners in prioritization of enhancements and bugs. Attend weekly calls with Application Owners and Development Teams to validate application enhancements and perform System Integration/User Acceptance Testing (SIT/UAT).
- Training – Conduct monthly training sessions to share Application knowledge within the team and our internal / external customers
Qualifications:
- Holder of University Degree in Computer Studies or Logistics Management or related discipline.
- Preferably 2 to 4 years of well-rounded IT and logistics operations experience or solution consulting experience.
- Demonstrated experience in assuming overall responsibility for specific IT applications supporting logistics operations. Experience in APL Logistics’ business applications is an advantage.
- Solid knowledge of logistics operations and corresponding IT applications in the market.
- Good command of English. Additional foreign language other than English will be an advantage. Preferably Portuguese or Spanish.
- Excellent presentation and speaking skills
- Willing to travel and work flexible hours
- Advanced PC and O365 suite knowledge
- Jira, SmartSheets and Salesforce working knowledge will be a plus
Key Competencies:
- Customer focus
- Passion for service excellence
- Global perspective
- Organization and planning skills
- Analytical problem solving and attention to detail
- Initiative and commitment to on time quality delivery
- Team player and able to manage diversity with people of all levels
- Solid work ethic and strong time management skills
Compensation: $74,760 - $76,024/year.
**The actual salary offer will take into account multiple factors including skills, experience, education and location. Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes bonus and benefits.
Candidates are eligible for the following benefits:
• PTO
• Company Bonus Plan
• 401(K) SAVE Plan
• Annual Fixed Contribution
• 9 paid holidays
• Medical, Dental, Vision, and Life & Disability coverage
• Voluntary Benefits
• Accident/Critical Illness/Hospital Indemnity Benefits
• Tuition reimbursement and student loan assistance
• Employee Assistance Program (EAP)
• Health Savings Account (HSA) with employer funding and wellness incentives
• Flexible Spending Account (FSA)
• Employee Referral Program
