Service Delivery Manager

Summary

Join us as a Service Delivery Manager, overseeing the delivery process after implementation phase, building relationships with customers, conducting service reviews, facilitating change management, and managing incidents.

Requirements

• 5+ 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

• Being the primary point of contact for your assigned customer(s) in regard to 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 the SLA
• 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
• Work with multiple clients on a consultancy basis to understand and optimize their business processes and identify areas of opportunity to increase sales, reduce costs and maximize the efficiency of in-store operations through optimized product assortments and inventory management
• 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
• Excellent communication skills in Spanish/Portuguese along with English
• 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

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
• Up to 2 paid volunteer and charity days a year
• $500 work-from-home stipend
• 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)
• All standard health benefits with various plans to choose from