Senior Service Delivery Manager

Summary

Join RELEX Solutions as a Senior Service Delivery Manager in the US and lead a team of 15, overseeing the operational relationships with customers in the Americas. You will manage the delivery process post-implementation, ensuring customer satisfaction and system functionality. Responsibilities include mentoring team members, managing profitability targets, and serving as the primary customer contact for software support and development. You will also identify process improvements, support retail and supply chain projects, and perform business analysis. The ideal candidate possesses 5-7 years of experience in IT service management or related fields, a relevant degree, and strong analytical and communication skills. RELEX offers competitive compensation, flexible work arrangements, generous paid time off, and comprehensive benefits.

Requirements

• 5 to 7 years of previous work experience in IT software service management, supply chain management, service management, customer success management, and/or consulting
• Relevant Master's or Bachelor's degree (e.g., Business Administration, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Supply Chain Engineering)
• Technical and/or technical project management experience in a cloud-based platform service
• Experiences of ITSM, ITIL, and IT change management processes

Responsibilities

• Lead, mentor, and coach other Service Delivery Managers ensuring they have the tools and training to be successful in their role
• Manage to RELEX SaaS profitability, team, and personal utilization targets and other KPI’s
• Being the primary point of contact for your assigned customer(s) regarding the software, support, minor development, risk management, environment maintenance, change management, and version upgrades
• Leading environment changes such as disaster recovery, development, deployment, configuration, incident, and problem management
• Ensuring that RELEX system is fully operational and available and that customer’s RELEX system related problems are solved according to SLAs
• Identify process deficiencies and or gaps and create improvements where needed and new best practices where none exist
• Helping the customer(s) develop their RELEX solution further. You aim at expanding customer usage and the benefit they gain from RELEX
• Supporting and leading different aspects of retail and supply chain planning development projects in the fields of demand forecasting, space and assortment, analytics, and retail process development
• Perform business analysis and problem-solving activities at the strategic, operational, technical, and organizational level

Preferred Qualifications

• Solid task coordination skills, including responsibility for incident and problem management
• Proactive and result-driven attitude towards work
• Strong proven analytical and problem-solving skills
• Capability to interact confidently with customer stakeholders, including C-level
• Ability to understand ERP systems, Supply Chain Management systems and other Retail Planning systems from business and IT perspectives
• Ability to independently develop customer accounts and create more value for our customers
• Experience in working with a Grocery / CPG / FMCG retailer or supplier
• Outstanding work ethic and a sense of urgency to resolve issues quickly and efficiently
• Excellent communication skills in English, other language skills are considered a bonus
• Entrepreneurial attitude with interest towards growing the business
• Spanish and or Portuguese language fluencies are a plus

Benefits

• Competitive compensation
• The choice to work wherever and however you are most productive
• 15 days of paid time off, 12 paid sick days, and 13 company holidays
• We also offer up to 2 paid volunteer and charity days a year, a generous $500 work-from-home stipend and maternity and paternity leave that covers 12 weeks at full pay (after that, you can take time off unpaid or use your vacation days – it’s up to you)
• And of course we offer all standard health benefits with various plans to choose from