Project Incident Manager for Manhattan Active (MAWM/MAO)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Project Incident Manager for Manhattan Active (MAWM/MAO) based in Ireland.

As a Project Incident Manager, you will play a critical role in ensuring the successful delivery of large-scale Manhattan Active Warehouse Management (MAWM) and Order Management (MAO) implementations. You will lead the coordination and resolution of high-priority incidents that could impact key project phases, including testing, cutover, go-live, and hypercare. Working across business, technical, and vendor teams, you will drive timely incident resolution while minimizing operational and delivery risks. This role requires strong leadership, excellent communication skills, and the ability to perform effectively in fast-paced, high-pressure environments. You will contribute to continuous service improvement by identifying root causes, strengthening governance, and supporting successful project outcomes across international implementations.

Accountabilities: Lead the end-to-end management of critical project incidents throughout implementation phases, including design, testing, cutover, go-live, and hypercare.

Assess incident severity, business impact, and delivery risk while coordinating cross-functional teams to restore service as quickly as possible.

Facilitate incident calls, assign ownership, monitor progress, and maintain accurate documentation of actions, decisions, timelines, and outcomes.

Coordinate technical teams across Manhattan Active Warehouse Management (MAWM), Manhattan Active Order Management (MAO), integration platforms, transport management systems, automation technologies, infrastructure, and customer environments.

Drive root cause analysis, oversee defect prioritization, and coordinate deployment of permanent fixes to prevent recurring issues.

Communicate incident status, business impact, recovery plans, and risks to executive stakeholders, project leadership, customers, and external partners.

Support successful project delivery by protecting key milestones such as System Integration Testing (SIT), User Acceptance Testing (UAT), performance testing, cutover, go-live, and hypercare activities.

Produce major incident reports, facilitate post-incident reviews, identify improvement opportunities, and ensure compliance with governance, change management, and vendor management processes.

Requirements

8–10+ years of experience in IT project delivery, including at least 3–5 years managing major incidents within large-scale Warehouse Management or Order Management implementations.

Proven experience delivering Manhattan Active Warehouse Management (MAWM) and/or Manhattan Active Order Management (MAO) projects across the full implementation lifecycle.

Strong understanding of the Manhattan Active ecosystem, including workflows, integrations, cloud deployments, release management, inventory synchronization, order orchestration, warehouse operations, and fulfillment processes.

Solid knowledge of REST APIs, event-driven architectures, integration platforms (such as MuleSoft, TIBCO, or Seeburger), SQL, log analysis, and cloud platforms including AWS, Azure, or Google Cloud.

Hands-on experience with incident management, ITIL Major Incident Management practices, risk management, change management, cutover planning, hypercare, and stakeholder management.

Experience using project and defect management tools such as JIRA and Xray.

Excellent leadership, communication, negotiation, conflict resolution, and executive reporting skills, with the ability to coordinate multiple workstreams and vendors simultaneously.

Ability to remain calm under pressure, make sound decisions, and effectively translate technical issues into business impact.

Benefits

Fully remote position.

Opportunity to work on large-scale international logistics and supply chain transformation programs.

Exposure to enterprise-level Manhattan Active Warehouse Management and Order Management implementations.

Collaborative, multicultural environment working alongside cross-functional technical and business teams.

Opportunity to influence high-impact projects across global operations.

Flexible working environment supporting remote collaboration.

Professional growth through challenging enterprise implementation projects.

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