Service Delivery Manager - Back Office

stand out for good • Knoxville, TN

6d • Onsite

About The Position

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. The Back Office System Administrator partners closely with IT, business teams, and vendors to ensure seamless performance, continuous improvement and alignment with organizational strategies.

Requirements

• 3+ years of experience managing applications or systems
• 3 years of experience in a retail company; merchandising experience a huge plus
• Understanding of the businesses processes related to Retail ERP systems and the communication between multiple systems
• Documentation and communication skills enabling effective delivery of technical information to non-technical teams
• Be ‘Business’ literate and understand the activities of our Retail business
• Ability to work on-site during normal business hours (9am-6pm), participate in on-call rotation, and provide after-hours support as needed
• Aptitude for identifying, analyzing, and recommending alternative solutions to successfully meet business priorities or streamline processes
• Possess strong organizational skills with the ability to prioritize tasks in a fast-paced, ever-changing environment
• Possesses interpersonal and communication skills, both oral and written; able to articulate ideas to both technical and non-technical audiences.
• Comfortable with ambiguity; can handle the unexpected with flexibility.
• A team player who favors collaborative approaches when working with internal and external partners.
• Proven ability to build trust with others through a commitment to the highest ethical and professional standards.
• Outstanding organizational skills, and the ability to manage multiple priorities in a fast-paced environment.
• Display professionalism and good judgment.

Nice To Haves

• merchandising experience a huge plus

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.
• Handle tickets escalated by the Help Desk team and ensure priority is set correctly.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 10% of our net proceeds go directly to local charitable organizations
• long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level