Project Incident Manager for Manhattan Active (MAWM/MAO) / Remote within Europe

Looking for someone who can start at the latest by end of August and needs to be located in Western Europe due to scale of projects operating in EU Or Eastern/ Central North America.

A Project Incident Manager for Manhattan Active (MAWM/MAO) implementations, responsible for managing critical incidents that threaten project milestones, testing, cutover, hypercare, or go-live. The role acts as the central point of coordination across business, IT, Manhattan Associates, integration partners, and third-party vendors to restore service and minimize project impact.

Key Responsibilities

Incident Leadership

• Lead the management of high-priority project incidents during design, build, testing, cutover, and hypercare.

• Assess incident severity, business impact, and project risk.

• Establish clear ownership and drive incidents through to resolution.

• Chair incident bridge calls and ensure effective coordination across all teams.

• Maintain accurate incident logs, actions, decisions, and timelines.

Technical Coordination

• Coordinate technical teams across:

  • Manhattan Active Warehouse Management (MAWM)

  • Manhattan Active Order Management (MAO)

  • Integration platforms (e.g. API, iPaaS, ESB)

  • Customer Systems

  • Transport Management Systems

  • Carrier integrations

  • WCS/WES automation systems

  • Identity and infrastructure teams

• Ensure root cause investigations are completed rather than simply implementing workarounds.

• Coordinate defect prioritisation and deployment of fixes.

Stakeholder Communication

• Provide regular executive updates during major incidents.

• Translate technical issues into business impacts.

• Communicate recovery plans, risks, and expected resolution times.

• Manage communications with customers, business stakeholders, vendors, and programme leadership.

Project Delivery Support

• Protect key project milestones including:

  • SIT

  • UAT

  • Performance Testing

  • Cutover

  • Go-Live

  • Hypercare

• Escalate risks that could impact delivery dates.

• Recommend contingency plans where required.

Governance

• Produce Major Incident Reports (MIRs).

• Facilitate post-incident reviews and lessons learned.

• Track recurring issues and identify systemic improvements.

• Ensure incidents comply with programme governance and change management processes.

Vendor Management

• Coordinate with:

  • Manhattan Associates

  • System Integrators

  • Middleware providers

  • Infrastructure partners

  • Customer IT teams

• Challenge vendors where necessary to meet agreed service levels and recovery commitments.

• Escalate through vendor management channels when required.

Manhattan Active-Specific Responsibilities

A Project Incident Manager should understand the Manhattan Active ecosystem, including:

• MAWM configuration and workflows

• MAO order lifecycle

• SCI (Supply Chain Intelligence)

• Active Platform architecture

• API-first integration model

• Event framework

• Message processing

• Inventory synchronisation

• Order orchestration

• Wave management

• Picking, packing and shipping processes

• Inbound receiving

• Labour management

• Carrier integrations

• Manhattan Cloud deployments

• Release management

• Configuration promotion between environments

Typical Major Incidents Managed

Examples include:

• Orders failing between MAO and MAWM

• Inventory synchronisation failures

• API failures

• Integration queue backlogs

• Authentication or OAuth failures

• Carrier label generation failures

• ASN processing failures

• Performance degradation during load testing

• Warehouse RF device connectivity issues

• SCI reporting failures

• Cutover data migration issues

• Batch processing failures

• Failed production deployments

• Environment outages

• Customer-specific configuration defects

Required Skills

Technical

• Strong understanding of Manhattan Active solutions.

• Knowledge of REST APIs and event-driven architectures.

• Experience with integration platforms (MuleSoft, TIBCO, Seeburger, etc.).

• SQL and log analysis.

• Cloud technologies (Google Cloud, Azure or AWS).

• Proven experience of Defect and Test Management Tools (JIRA, Xray)

• Understanding of warehouse operations and fulfilment processes.

Project & Delivery

• Incident Management

• ITIL Major Incident Management

• Programme delivery

• Risk management

• Change management

• Cutover planning

• Hypercare management

• Stakeholder management

• Vendor management

Soft Skills

• Calm under pressure.

• Strong decision-making.

• Excellent communication.

• Executive reporting.

• Negotiation and influencing.

• Conflict resolution.

• Facilitation.

• Ability to manage multiple workstreams simultaneously.

Typical Deliverables

• Major Incident Reports

• Incident action trackers

• Executive status updates

• Risk and issue logs

• Recovery plans

• Root Cause Analysis (RCA)

• Lessons Learned documentation

• Service restoration plans

• Hypercare dashboards

• Incident metrics and KPIs

Key Success Measures

• Mean Time to Detect (MTTD)

• Mean Time to Resolve (MTTR)

• Number of repeat incidents

• Go-live readiness maintained

• Minimal impact to project milestones

• Quality of executive communications

• Customer satisfaction during incident management

• Successful delivery of SIT, UAT, cutover and go-live with controlled operational risk

Ideal Experience

A strong candidate would typically have:

• 8–10+ years of IT project delivery experience, with at least 3–5 years managing major incidents on large-scale warehouse management or order management implementations.

• Hands-on experience delivering Manhattan Active Warehouse Management (MAWM) and/or Manhattan Active Order Management (MAO) projects through SIT, UAT, cutover, go-live and hypercare.

• Experience coordinating cross-functional teams across business operations, application support, integration, infrastructure, cloud, and third-party vendors.

• A solid understanding of warehouse and fulfilment operations, integration patterns, and cloud-based SaaS delivery models.

• Familiarity with ITIL Major Incident Management practices and Agile delivery methodologies.