Director of IT Distribution Client Services Support

: At NFI, we offer innovative, integrated, customized solutions spanning the entire supply chain. Whatever our customers' challenge is, we have the knowledge, technology, scale, and commitment to help them solve it. It's simply what we do. As a Director of IT Distribution Client Services Support , you'll work closely with the rest of the IT leadership team to understand the long-term strategic vision for NFI. In direct support of this strategic vision, you'll develop and oversee the implementation of strategies that empower your teams to drive our business forward. Directors at NFI are expected to act as key advisors within IT, across the business, and with our external stakeholders, helping to define and deliver on NFI's technology roadmap. Success in this role requires exceptional communication & interpersonal skills and extensive technical experience. We're seeking an experienced Support Director with a customer-facing IT Managed Services background and a proven track record of building, developing, and managing a service delivery and support team. You'll have solid leadership and people management skills along with previous experience growing and developing a support function, i.e., defining operational procedures, setting service standards, defining SLAs, etc. You'll also be passionate about delivering exceptional service. This position will be primarily based near one of our main campuses - Camden, NJ; Dallas, TX; Atlanta, GA; or Chino, CA. Remote options may be available near one of these cities. Occasional travel will be required 25-35%, depending on need. Essential Duties & Responsibilities: Strategy: Consult with IT and business leaders to thoroughly understand NFI's long-term and short-term business strategies. Defines and manages the implementation of tactical plans to achieve long-term and short-term business strategies. Delivers insights that contribute to decision-making and strategy management. Develops 3-year rolling roadmaps for all areas of responsibility. Partners with peers in all functions of IT to collectively drive progress towards organizational and functional area goals. Actively participates in the Architecture Review Board by proposing, evaluating, and advising on hardware and software purchases. Stay abreast of current technologies that can be leveraged to improve business effectiveness, efficiency, customer experience, and profitability. Influences cross-functional partners to drive towards common goals and objectives. Forms strong working relationships with key stakeholders across the company, ensuring alignment on priorities and achieving stakeholder buy-in. Recommends changes in programs, routines, and quality control standards. Management Effectively leads one or more diverse teams within IT, clearly communicating expectations, delegating responsibilities, providing timely and actionable feedback, and appraising results against measurable goals. Oversees department operations, initiatives, projects, and resources. Demonstrates the ability to lead initiatives through direct and indirect influence. Ensures teams have the resources (technology, skills, and headcount) they need to achieve departmental goals and objectives. Analyzes department workflow and job duties and recommends technological skills, headcount, processes, and resource changes. Provides direct reports with consistent access to appropriate professional development opportunities. Conducts annual performance reviews and develops employee goals with leading core IT and business goals. Engages external specialist resources as necessary. Operations Plans, implements, directs, and monitors the integration of new technologies into our environment. Ensures the success of cross-functional programs by delivering on scope, timeline, budget, data quality, In collaboration with the IT Finance team, effectively identifies, evaluates, selects, and onboards vendors. Prepares progress reports to inform management of project status and deviation from goals. Interprets policies, purposes, and goals of the organization to direct reports. May present to management recommendations related to purchasing and installing hardware, software, and telecommunication equipment. Job-Specific Requirements Effectively deliver technical support focused on optimization, management & enhancement services to our internal and external customers while providing legendary customer service experiences. BA/BS degree is strongly preferred; prior industry experience (Warehousing & Distribution, Supply Chain, or 3rd Party Logistics) is required. 6+ years of hands-on experience within supply chain support services management; alternatively, the design, development, configuration, deployment, and/or implementation of WMS solutions across multiple warehouses is highly desired. Experience with Manhattan WMOS, Softeon WM, or Blue Yonder WM is a plus. Exceptional communication and interpersonal skills, including the ability to clearly and concisely explain technology solutions in business terms. Customer-facing business acumen is highly desirable. Act as a customer escalation contact and provide management and guidance for resolving customer satisfaction concerns. Establish, track, and report on Key Performance Indicators supporting the delivery of operational excellence, providing executive-level visibility Into monthly, quarterly, and annual results Work closely with the Delivery management team to ensure new customers are on-boarded with seamless handover/transition to Support Services Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement Drive a continual service improvement program based on a desire to become a world-class managed service provider #LI-BS1 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)