Service Delivery Manager - Back Office

About the role

The Back Office System Administrator is a key member of the IT Operations team serving as the IT administrator for the Merchant Retail ERP system. This role will be the primary owner, administer, and issue investigator and act as the subject matter expert for the Altar’d State ERP system.

Responsibilities

• Ensure the availability, performance, and reliability of the Retail ERP system by monitoring and working with partner vendors to resolve issues.
• Support business operations by managing access and permissions, educating and training users, and being a Subject Matter Expert resource.
• Participate in projects to implement, test, and design the various ERP components and applications.
• Maintain effective relationship with ERP partners and business teams.
• Liaise with ERP vendors for all bugs, troubleshooting, maintenance, and support.
• Oversee and new software releases and system upgrades/patches to ensure operability of systems.
• Administers ERP systems security measures to protect data, software, and hardware.
• Manage the integrity of security design and engineering for the ERP applications and systems, including the implementation of backup and recovery processes.
• Monitor process logs and interface feeds between critical systems to ensure successful Operations and processing.
• Troubleshoot and resolves hardware and software technical problems, including issues within the ERP applications, databases, and servers.
• Create and maintain a knowledge base and documentation for support issues on system.
• Contribute to maintaining the integrity and effectiveness of the Technology team.
• Perform variety of tasks as required by Technology team leadership.

Requirements

• 3+ years of experience managing applications or systems.
• Maintain and support integrations with third-party tools including POS, Ecommerce and logistics systems.
• Ensure data integrity and synchronization across ecommerce systems and related business platforms.
• Maintain a catalog of ERP and back office system capabilities and update documentation as the platform evolves.

Vendor & Service Delivery Management

• Manage daily relationships with service providers to ensure consistent delivery of outsourced services.
• Conduct regular service reviews, auditing vendor performance against Service Level Agreements (SLAs).
• Establish and maintain performance reporting dashboards and scorecards for IT leadership.
• Track and enforce SLA compliance; escalate and remediate gaps in performance.
• Partner with vendors on root cause analysis, recovery planning, and permanent fixes for recurring issues.

Leadership & Stakeholder Engagement

• Act as a trusted advisor to business and operations leaders, ensuring IT services enable their success.
• Partner with cross-functional IT teams (Infrastructure, Security, Development) to ensure end-to-end delivery of supply chain initiatives.
• Promote a culture of accountability, transparency, and guest-first service across vendors and IT support teams.
• Provide clear and timely reporting on service delivery performance, risk areas, and improvement initiatives to IT and business leadership.

Stakeholder Communication & Leadership

• Act as the primary liaison between SOFG IT operations, IT product owners, and vendors.
• Translate technical service updates into clear business impact communications.
• Facilitate regular service delivery meetings (daily/weekly/monthly) with internal and external stakeholders.
• Develop and distribute service delivery updates, reports, and performance insights to leadership and business teams.

Collaboration & Communication

• Communicate system updates, changes, and roadmap items to stakeholders in a clear, in a timely manner.
• Operate with an “All For One” mindset to support enterprise goals and team success.