Service Lifecycle Manager - Supply Chain

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally. We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Role Overview

This is a brand-new role within the Group Technology Service function. The role is to assist the Head of Service Lifecycle Management by taking ownership of all our Technology Services related to warehouse and logistics provided by internal and external providers. This role is pivotal in ensuring the delivery of service lifecycle process aligned with business goals, while effectively managing the performance of third-party providers to deliver high-quality services. The Service Lifecycle Manager (SLM) – Logistics & Warehouse is responsible for the end-to-end technology services supporting JD’s warehousing, logistics, and supply chain operations, including JD-owned and 3PL-managed services. This role ensures that all technology issues—from Warehouse Management Systems (WMS) to Transport Management Systems (TMS) and 3PL integrations—are resolved effectively and align with business objectives. The SLM will act as the primary escalation point for all technology-related incidents affecting Logistics & Supply Chain services, managing internal IT teams and third-party providers (3PL, outsourced partners, vendors). This position is critical in maintaining high service availability and ensuring that JD and its logistics partners meet agreed service levels.

Key Responsibilities

• Service Ownership & Incident Management

• Take full ownership of all tech-related issues across JD-owned and 3PL-managed logistics, warehouse, and supply chain operations.
• Lead incident resolution for critical failures in WMS, TMS, ERP integrations, and 3PL platforms.
• Manage escalations, ensuring rapid response and coordination between JD IT teams, vendors, and 3PL partners.
• Conduct root cause analysis (RCA) to prevent recurring technology disruptions.

• Oversee outsourced logistics IT services, ensuring 3PL partners meet agreed SLAs.
• Ensure seamless integration of 3PL technology platforms with JD’s systems.
• Act as JD’s technology service owner when dealing with external logistics providers.

• Ensure the smooth operation of Warehouse Management Systems (WMS), Transport Management Systems (TMS), and ERP logistics integrations.
• Identify technology gaps and improvements in JD-owned and outsourced supply chain operations.
• Drive system upgrades, change management, and automation initiatives.

• Define and track SLAs, KPIs, and performance metrics for Logistics & Supply Chain IT services.
• Proactively monitor systems to prevent disruptions before they impact business operations.
• Ensure effective reporting of service performance to senior stakeholders.

• Implement ITIL-based service management frameworks for logistics IT operations.
• Establish standard operating procedures (SOPs) for incident handling, change control, and escalation processes.
• Lead continuous improvement initiatives, optimizing technology performance and cost efficiency.

• Build strong relationships with logistics stakeholders, warehouse managers, transport teams, and 3PL providers.
• Communicate clearly and effectively with business leaders and tech teams.

Required Skills and Experience:

• Technology Service Management Experience

• Minimum 5+ years in IT service management within logistics, warehouse, or supply chain environments.
• Proven experience managing WMS, TMS, ERP integrations, and 3PL tech services.

• Strong background in incident response, root cause analysis (RCA), and service restoration.
• Ability to lead high-pressure major incidents and drive resolution.

• Experience managing third-party logistics (3PL) tech services and ensuring outsourced partners meet SLAs.

• Experience implementing service management frameworks (ITSM, ITIL, COBIT, etc.).

• Ability to collaborate with business and technical teams, ensuring smooth logistics IT operations.
• Strong communication skills to interact with warehouse managers, logistics leaders, and 3PL partners.

• Proactive mindset to identify risks, optimise logistics IT operations, and drive efficiency.
• Strong analytical skills to track trends, generate reports, and implement preventive actions.

Desired Qualifications:

• Relevant IT certifications (e.g., ITIL Foundation, ITIL Intermediate).
• Degree in Information Technology or a related field.
• Minimum 5 years’ experience in large-scale logistics or supply chain technology operations.

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 90,000 colleagues over 4,500 stores across several retail fascias in over 36 countries around the world. We are an equal opportunities employer who embraces and values differences. We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity. To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Staff Discount on qualifying purchases across Group retail stores and online
• Discounted Gym membership
• Personal development opportunities to learn and develop at work
• Access to Apprenticeships and accredited qualifications

If you are interested in this position, then press the Apply Now button. Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion. Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager. Thank you again for your time.