Project Incident Manager for Manhattan Active (MAWM/MAO) / Remote within Europe

Looking for someone who can start at the latest by end of August and needs to be located in Western Europe due to scale of projects operating in EU Or Eastern/ Central North America.

A Project Incident Manager for Manhattan Active (MAWM/MAO) implementations, responsible for managing critical incidents that threaten project milestones, testing, cutover, hypercare, or go-live. The role acts as the central point of coordination across business, IT, Manhattan Associates, integration partners, and third-party vendors to restore service and minimize project impact.

Key Responsibilities

Incident Leadership

• Lead the management of high-priority project incidents during design, build, testing, cutover, and hypercare.

• Assess incident severity, business impact, and project risk.

• Establish clear ownership and drive incidents through to resolution.

• Chair incident bridge calls and ensure effective coordination across all teams.

• Maintain accurate incident logs, actions, decisions, and timelines.

Technical Coordination

• Coordinate technical teams across:

  • Manhattan Active Warehouse Management (MAWM)

  • Manhattan Active Order Management (MAO)

  • Integration platforms (e.g. API, iPaaS, ESB)

  • Customer Systems

  • Transport Management Systems

  • Carrier integrations

  • WCS/WES automation systems

  • Identity and infrastructure teams

• Ensure root cause investigations are completed rather than simply implementing workarounds.

• Coordinate defect prioritisation and deployment of fixes.

Stakeholder Communication

• Provide regular executive updates during major incidents.

• Translate technical issues into business impacts.

• Communicate recovery plans, risks, and expected resolution times.

• Manage communications with customers, business stakeholders, vendors, and programme leadership.

Project Delivery Support

• Protect key project milestones including:

  • SIT

  • UAT

  • Performance Testing

  • Cutover

  • Go-Live

  • Hypercare

• Escalate risks that could impact delivery dates.

• Recommend contingency plans where required.

Governance

• Produce Major Incident Reports (MIRs).

• Facilitate post-incident reviews and lessons learned.

• Track recurring issues and identify systemic improvements.

• Ensure incidents comply with programme governance and change management processes.

Vendor Management

• Coordinate with:

  • Manhattan Associates

  • System Integrators

  • Middleware providers

  • Infrastructure partners

  • Customer IT teams

• Challenge vendors where necessary to meet agreed service levels and recovery commitments.

• Escalate through vendor management channels when required.