Job Posting:
Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers' complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.
In the IT Manager - Supply Chain Solutions Rapid Response role, the selected candidate will be responsible for leading the Supply Chain Solution's Rapid Response Team, ensuring timely response and resolution of customer-reported incidents, developing proactive processes to maintain SLA compliance, and fostering strong business and vendor relationships. Acts as the main point of contact between the Rapid Response Team and business customers, playing a pivotal role in delivering supply chain services. The desired candidate possess a blend of technical expertise, operational approach, critical thinking, and leadership skills to provide best in class service across the supply chain technology ecosystem.
LOCATION: This is a Hybrid role based out of our HQ location in Newport News, VA, in accordance with the our Flex schedule; 3 days office / 2 days remote.
Duties and Responsibilities:
Operational Management:
Manage interactions with business collaborators reporting issues within the Rapid Response Team
Supervise interaction KPI's, and Rapid Response processes to ensure optimal operation.
Coordinate efforts with internal teams and external vendors to address technical issues and achieve timely incident resolution.
Develop and implement standard operating procedures (SOPs) to streamline RRT operations and enhance efficiency.
Develop and maintain incident response plans to effectively address and mitigate incidents and system failures.
Team Leadership:
Provide guidance, mentorship, and technical expertise to team members to support their professional development.
Foster a collaborative and inclusive work environment that encourages teamwork and innovation.
Identify and assess training requirements and skill development opportunities within the team. Develop and implement tailored training initiatives, focused on improving technical proficiency, refining soft skills, and strengthening leadership abilities among team members.
Set clear goals and objectives for the team and supervise progress towards achieving them.
Vendor Management and Relationship Building:
Manage relationships with IT vendors and service providers to ensure the timely delivery of services and alignment to SLAs.
Evaluate vendor performance, and recommend changes or improvements as needed.
Establish and maintain open lines of communication with business customers to understand their needs, concerns, and feedback.
Foster trust and rapport with business customers by demonstrating reliability, professionalism, and a customer-centric approach.
Continuous Improvement:
Drive continuous improvement initiatives to enhance team performance, productivity, and efficiency. Implement procedures, process improvements, and technology solutions to optimize team operations and deliver exceptional results.
Data Analytics and Performance Management:
Apply data analytics to analyze supply chain performance metrics, identify trends, and make data-driven decisions.
Develop and maintain supply chain dashboards and reports to monitor KPIs, track performance against targets, and drive accountability.
Find opportunities for performance optimization through data analysis.
Communications:
Effectively convey technical information in a concise and understandable manner to business collaborators.
Clearly understands and communicates business disruptions.
Proactively engages and communicates with all customers across all forums.
Strategic Planning and Execution:
Develop and complete roadmaps for Supply Chain Rapid Response operations that support the business objectives and growth initiatives.
Collaborate with senior leadership to define priorities, allocate resources, and make operational decisions that align with the organization's strategic goals.
Additional job duties:
Adhering to all policies, rules, regulations and procedures.
Performing other duties or functions as requested by management.
QUALIFICATIONS AND REQUIREMENTS:
At least 5-8 years of progressive experience in IT operations and or Supply Chain with increasing levels of responsibility and leadership.
Proven track record of leading and developing high-performing IT teams.
Proven track record of managing complex IT systems, in a large-scale environment.
Strong leadership skills with the ability to mentor and develop team members, drive performance, and foster a culture of continuous improvement.
Demonstrable experience in driving operational excellence, optimizing IT processes, and implementing standards to ensure efficiency, reliability, and scalability.
Able to work after hours as needed to ensure the continuous operation and stability of supply chain systems.
Demonstrated ability to lead multi-functional teams and collaborate effectively across departments to achieve business outcomes.
Strong analytical and problem-solving skills to identify issues, develop paths to the solution, and implement effective strategies to optimize operations.
Superb communication skills to effectively interact with team members, business customers, and senior management, both verbally and in writing.
Highlighting the value of customer contentment by offering exceptional service that aligns with the needs and expectations of both internal and external customers.
In-depth knowledge of IT systems, infrastructure, and operations.
Solid focus on achieving measurable results and outcomes.
Adaptability and Resilience: Dynamic and adaptable in the face of changing circumstances or unexpected challenges.
At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!
LI-HYBRID
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Pay Range:
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$7,568.91 - $13,247.76
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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.
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This role is Bonus or Incentive Plan eligible.
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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.
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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.
Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Equal Employment Opportunity and Reasonable Accommodation Information (https://www.ferguson.com/content/careers/reasonable-accommodation)
