Job Posting:Ferguson is North America’s leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry’s most extensive portfolio of products. From infrastructure, plumbing, and appliances, to HVAC, fire protection, fabrication, and more, we make our customers’ complex projects simple, successful, and sustainable.We have an exciting opportunity for a Hybrid IT Operations Manager - Supply Chain Command Center to join the IT Supply Chain Solutions team, within the Ferguson IT organization!This role is 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 stakeholders, playing a pivotal role in delivering supply chain services. The desired candidate will 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.This is a Hybrid role based out of our Newport News, VA HQ3 location, in accordance with Ferguson's Flex schedule; 3days office / 2days remote. Duties and Responsibilities:Operational Management:
Manage interactions with business stakeholders reporting issues within the Rapid Response Team
Monitor 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 execute 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 monitor 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 adherence to SLAs.
Evaluate vendor performance, and recommend changes or improvements as needed.
Establish and maintain open lines of communication with business stakeholders to understand their needs, concerns, and feedback.
Foster trust and rapport with business stakeholders by demonstrating reliability, professionalism, and a customer-centric approach.
Continuous Improvement:
Drive continuous improvement initiatives to enhance team performance, productivity, and efficiency. Implement standard methodologies, 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 critical metrics, track performance against targets, and drive accountability.
Identify 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 team members across all forums.
Strategic Planning and Execution:
Develop and implement 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 and responsibilities:
Adhering to all policies, rules, regulations and procedures.
Performing other duties or functions as requested by management.
Qualifications and Requirements:
Adaptability and Resilience: Dynamic and adaptable in the face of changing circumstances or unexpected challenges. At least 5-8 years of progressive experience in IT operations and or Supply Chain with increasing levels of responsibility and leadership.
Leadership Skills: Demonstrated ability to lead multi-functional teams and collaborate effectively across departments to achieve business outcomes.
Problem-Solving Abilities: Strong analytical and problem-solving skills to identify issues, develop paths to the solution, and implement effective strategies to optimize operations.
Communication Skills: Superb communication skills to effectively interact with team members, collaborators, and senior management, both verbally and in writing.
Customer Focus: A customer-centric approach with a focus on delivering high-quality service that meet the needs and expectations of internal and external customers.
Technical Expertise: In-depth knowledge of IT systems, infrastructure, and operations.
Results Orientation: Solid focus on achieving measurable results and outcomes.
Consistent 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 champion a culture of continuous improvement.
Demonstrable experience in driving operational excellence, optimizing IT processes, and implementing best practices to ensure efficiency, reliability, and scalability.
Able to work after hours as needed to ensure the continuous operation and stability of supply chain systems.
Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!#LI-HYBRID-Pay Range:-$7,568.91 - $13,247.76-Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.-This role is Bonus or Incentive Plan eligible.-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)Ferguson is a project success company providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. As a leading value-added distributor of residential and commercial plumbing supplies and pipe, valves and fittings in the U.S., we exist to make our customers’ complex projects simple, successful and sustainable. The professionals we serve help transform the world we live in, and we are their trusted partners with the scale to provide peace of mind.Founded in 1953, Ferguson is part of Ferguson plc, which is listed on the New York Stock Exchange (NYSE: FERG) and London Stock Exchange (LSE: FERG). With approximately 36,000 associates across 1,700 locations, Ferguson plc serves customers in all 50 states, Canada, Puerto Rico, Mexico and the Caribbean.