What are the responsibilities and job description for the Manager, IT Application Service Delivery /Support - Supply Chain position at Family Dollar?
Candidates must be authorized to work in the United States without the need for current or future visa sponsorship.
Family Dollar is seeking an experienced IT Application Support Manager Supply Chain to provide end-to-end operational and technical oversight, as well as people leadership, for a team responsible for the stability, performance compliance and continuous improvement of enterprise systems and software applications supporting critical business operations.
Principal Duties and Responsibilities
- Provide technical and operational leadership for the investigation, troubleshooting, and resolution of complex application issues
- Lead the resolution of high‑severity incidents and problems, coordinating across internal IT teams and external vendors to ensure timely restoration and communication
- Monitor, measure, and report on service delivery performance against established KPIs and SLAs.
- Drive continuous improvement and maturity of ITIL processes, with emphasis on Incident, Change, and Problem Management.
- Mentor, develop, and lead associates to build a high‑performing, accountable, and engaged application support organization
- Ensure all required internal and external audits are continuously reviewed and completed on time to maintain effectiveness.
Required Qualifications
- Bachelor’s degree in business, Information Technology, or related degree (or equivalent related experience)
- 6 years of IT Operations experience (support, maintenance, and administration)
- 3 years of managing a team of associates (excellent management skills)
- 3 years of experience providing operational support, administration, and management of Supply Chain systems such as Catalyst Warehouse Management System and Oracle Transportation Management (OTM)
- Proven experience governing and managing large-scale managed services partners and BPO providers. (both onshore and offshore), including performance management, SLA oversight and service optimization.
- Demonstrated people leadership with a track record of building, mentoring, and leading high‑performing teams
- Self‑starter with the ability to prioritize, make sound decisions, and operate effectively in a fast‑paced enterprise environment
- Disaster Recovery planning and testing
- Experience with Microsoft and Linux operating systems, SQL (reading and writing), and MS SQL Server and Oracle databases
Desired Qualifications
- Experience with EDI platforms, particularly Sterling Integrator
- 3 years of experience in Retail Industry
- ITIL Certification
- Experience utilizing ServiceNow and JIRA
- Automation tools
Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.