Job Req Number:  121939
Time Type: Full Time

Team Lead, IT Support (Blue Yonder, WMS)

The Team Lead, IT Support (Blue Yonder, WMS / Contract Logistics) is responsible for leading the WMS Support team to ensure the stability, performance, and continuous improvement of DSV's Blue Yonder WMS platform. This role oversees L2/L3 support operations, acts as the primary escalation point for critical incidents, drives global support standards, and collaborates with cross-functional teams to deliver reliable, high-quality warehouse technology solutions while fostering continuous improvement and operational excellence.

Tasks & Responsibilities

• Lead the day-to-day operations of the Blue Yonder WMS L2/L3 Support team, ensuring high-quality service delivery and adherence to SLAs.
• Serve as the primary escalation point for complex incidents, driving timely resolution and root cause analysis.
• Coordinate system upgrades, releases, deployments, go-live activities, cutovers, and hypercare support while minimizing operational disruption.
• Ensure compliance with IT governance, ITIL processes, change management, security standards, and documentation best practices.
• Monitor system performance and identify opportunities for process optimization, automation, and continuous improvement.
• Collaborate with Product Management, Solution Architecture, Operations, EDI, Automation, Infrastructure, Integration, and TMS teams to ensure end-to-end operational stability.
• Evaluate new Blue Yonder WMS capabilities and contribute to the development of standardized, reusable solutions and best practices.
• Maintain knowledge bases, support documentation, and operational procedures while ensuring audit readiness.
• Communicate operational performance, major incidents, risks, and improvement initiatives to stakeholders and senior leadership.
• Coach and mentor team members, promoting knowledge sharing, technical growth, accountability, and a culture of continuous learning.

Education & Skills

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Strong understanding of warehouse operations and supply chain execution processes.
• Solid technical knowledge of:
  • SQL and data analysis
  • WMS configuration
  • System integrations (API, MQ, EDI)
  • Incident, problem, and change management
• Experience leading technical teams or serving as a senior technical specialist with leadership responsibilities.
• Strong understanding of ITIL principles and enterprise-scale support processes. 
• Strong leadership, coaching, and mentoring abilities.