Master Data Management Support Manager

Full Time
Posted 1 month ago

Position: Master Data Management Support Manager
Location: Remote
Duration: Long Term

Roles & Responsibilities:

  • Works directly with MDM managers and business leads to develop service strategy, objectives and service levels aligned with the client business outcomes and strategies
  • Works with Business Solutions, Operations, and Division contacts to identify operational or process issues that are tied to data structure, creation or maintenance
  • Builds strong relationships with cross functional leaders to meet business needs and resolve issues
  • Identifies functional and workflow requirements necessary to support growing list of USBLM systems and data domains and works with IT and others to ensure software supports needs
  • Proposes, develops and implements MDM support solutions to meet business objectives
  • Defines actionable metrics, data and insights to meet and improve service performance, establish Service Level Agreements, and creates proactive staffing models tied to demand
  • Conducts periodic service reviews and analyzes feedback on service tickets to improve performance and identify underlying issues
  • Manages and optimizes service costs. Manages the cost of implementing and running the service, tracks and manages usage, and captures performance metrics and impact on business outcomes
  • Understands and manages service risks
  • Responsible for managing and coaching others as direct or matrix reports
  • Develops direct reports and performs regular performance reviews
  • Responsible for coordinating, planning, and leading MDM support related activities within the organization
  • Analyzes service reports to identify root causes and drive action in other functional areas where needed to reduce problem areas that drive spikes in service tickets
  • Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications
  • Must be a leader and a manager, with the knowledge and experience to “get things done.”
  • Leverages technical knowledge and industry trends in order to provide ongoing process improvement identify service opportunities
  • Develop and maintain service-based capability roadmaps
  • Maintain an active awareness of the company’s business environments, corporate culture, and structure to support key decision-making
  • Monitor Support queues to ensure the Support team is meeting Service Level Agreements
  • Ensure a high standard of service met by the entire MDM Support team.  This includes quality of communication, timelines of communications and issue resolution, good follow up on open issues
  • Coordinate with third party service providers when issue resolution is dependent on them.  Ensure issues are effectively tracked and receive appropriate prioritization
  • Create and improve process standards.  Ensure standards are well documented and available to the team.
  • MDM Support Manager will work with the ITSM software service manager where improvements are needed for the end user interface, system data and relevant workflows.
  • The MDM Manager will work cross-functionally to ensure resources in other departments provide cohesive support services regardless of the organizational alignment of the contributing resources.
  • On occasion, be on call to provide support during BT go-live weekends or other software implementations
  • Other duties as assigned by Management


  • Minimum 5-7 years of support, MDM, or related business experience
  • Familiarity with BisTrack or other business operations, and/or service ticket software
  • Familiarity with customer, supplier, item data domains preferred
  • Strong analytical and process management skills
  • Ability to thrive in a highly matrix, fast-paced, team based, multi-site organization experiencing rapid growth with strong business acumen to understand business requirements
  • Strong attention to detail and documentation with ability to analyze information and develop a comprehensive work plan
  • Excellent presentation and interpersonal skill, including written and oral communication
  • Demonstrated problem solving and conflict resolution skills.
  • Strong time management, organizational and priority setting skills
  • Knowledge of and experience in developing goals, metrics, plans and executing to achieve results.
  • Ability to support multiple efforts in parallel, in a highly matrixed, fast-paced, organization experiencing rapid growth
  • Lead through influence, expertise, and holding support team accountable
  • Ability to lead and work in remote team across time zones and geographies
  • Most work is performed in office settings and there may be exposure to manufacturing, showroom or warehousing environments
  • Some travel likely to the client locations along with business-related meetings & conferences
  • Physical demands include lift up to 25 lbs. on a random basis, standing, walking or sitting for extended periods of time, and bending or stooping
  • Occasional weekend work if projects or assignments necessitate activity when workers are out of the office
  • May have to work off-hours if there are critical problems requiring MDM intervention

Job Features

Job CategoryInformation Technology

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