Team Lead – SCM

Role Summary

The Team Lead – SCM is responsible for managing global depot operations, ensuring alignment between Warehouse Management Systems (WMS) and ServiceNow workflows, and maintaining high inventory accuracy and SLA compliance. The role acts as a central coordination layer across depot teams, service delivery, and global operations to ensure seamless execution of supply chain activities.

Key Responsibilities

• Own end-to-end lifecycle of depot-related tickets within ServiceNow (SNOW)
• Ensure accurate classification, routing, and timely closure of work orders
• Monitor ticket queues, backlog, and aging across regions and drive resolution
• Maintain alignment between WMS inventory and ServiceNow asset/work order records
• Investigate and resolve system discrepancies and inventory mismatches
• Coordinate global depot operations including dispatch, RMA returns, and stock transfers
• Track and enforce SLA adherence; publish dashboards and exception reports
• Act as first point of escalation for operational issues (delays, shortages, system gaps)
• Drive cycle count programs and inventory accuracy across depots
• Perform root cause analysis (RCA) for inventory variances and operational failures
• Generate reports on backlog, consumption trends, and inventory planning
• Support presales (RFP/RFI) with supply chain and depot capability inputs

Required Skills

Technical Skills:

• Strong knowledge of ServiceNow (mandatory)
• Understanding of Warehouse Management Systems (WMS)
• Data analysis and reporting (Excel, dashboards)

Functional Skills:

• Supply chain operations & depot management
• Inventory control and reconciliation
• SLA management and escalation handling
• Global logistics coordination

Tools / Systems / Technical Knowledge

• ServiceNow (SNOW) – Ticket & workflow management
• Warehouse Management Systems (WMS)
• Inventory tracking tools / ERP systems
• Reporting tools (Excel, dashboards, MIS)

Decision-Making Authority

• Prioritize and manage ticket queues and operational workload
• Initiate corrective actions for SLA breaches
• Resolve inventory discrepancies and workflow gaps
• Escalate critical supply chain issues to leadership

Problem-Solving Complexity

• Moderate to High complexity
• Requires handling multi-region operations with system dependencies
• Involves resolving ambiguous issues across WMS, ServiceNow, and physical inventory

Stakeholder Management / Influence

• Internal: Depot Teams, Service Delivery Managers (SDMs), GFS/GSC Operations
• Cross-functional: Sales, Solutioning, IT Systems Teams
• Nature: Strong coordination role with global stakeholders
• Influence: Operational and cross-functional impact