SDM-IOA Delivery

About the Role

Serve as a seasoned Service Delivery Manager for integrated order and assortment solutions in a hybrid work model, driving reliable purchase order management services for global retail clients. Ensure data accuracy across master data management processes and optimize store-facing outcomes through stable day-shift operations.

Key Responsibilities

• Manage end-to-end service delivery for integrated order automation solutions supporting consistent and timely purchase order processing for global retail customers in a hybrid work environment.
• Coordinate with cross-functional technology and business teams to ensure stable day-shift operations for purchase order management applications supporting store replenishment and vendor collaboration.
• Monitor service performance indicators for purchase order workflows and master data records to detect issues early and drive improvements in accuracy, throughput, and system availability.
• Define and enforce standardized operating procedures for incident management, problem resolution, and change implementation within the purchase order management and master data management retail landscape.
• Collaborate with product owners and business analysts to translate retail buying and merchandising requirements into service enhancements that improve purchase order cycle time and data quality.
• Oversee release planning and deployment activities for enhancements and defect fixes across purchase order management solutions, minimizing disruption to business operations during day-shift windows.
• Establish clear communication routines with stakeholders for transparent updates on service status, incident root causes, and remediation plans for master data management and purchase order processes.
• Drive continuous improvement initiatives that simplify purchase order creation, approval, and tracking flows, ensuring alignment with retail master data standards and store operations needs.
• Coordinate with vendor and internal support teams to ensure timely resolution of priority incidents affecting purchase order submission, acknowledgement, and receipt posting in downstream retail systems.
• Track operational risks related to data integrity, configuration changes, and integration points between purchase order management, master data repositories, and store systems, and work to mitigate these risks proactively.
• Provide governance around configuration changes in purchase order management tools to safeguard master data consistency for items, vendors, locations, and pricing across the retail ecosystem.
• Develop and maintain comprehensive documentation for service runbooks, support models, and escalation paths to guide day-to-day support teams in handling master data and purchase order-related issues.
• Engage with store-facing stakeholders and central operations teams to understand service pain points and translate them into prioritized improvement backlogs that enhance reliability and ease of use.

Requirements & Tech Stack

• Extensive hands-on experience in purchase order management processes (creation, modification, approvals, lifecycle tracking) in enterprise-scale environments.
• Strong domain expertise in master data management for retail, covering product hierarchies, vendor records, store attributes, and related reference data.
• Practical knowledge of retail business processes (merchandising, inventory planning, store allocation).
• Prior exposure to store operations concepts (replenishment, receiving, stock visibility).
• Proven experience managing service delivery for application landscapes with integrated order management, master data, and reporting tools for mid-to-large retail organizations.
• Strong communication and stakeholder management capabilities.
• Familiarity with IT service management practices including incident, problem, and change management.
• No travel required.

Qualifications

• ITIL Foundation Certification or equivalent service management certification relevant to application support in retail environments.