Senior Service Delivery Manager

Senior Service Delivery Manager

We are now looking for a full-time, Senior Service Delivery Manager to join our RELEX family in the US. You’ll join a Service Delivery team of 15 people, who will help you succeed in your new role. Together the team takes care of the operational relationships of our RELEX customers in the Americas.  As a part of the team you will help to achieve this by overseeing the delivery process after the implementation phase. 

Our Customer Operations team partner with customers and support their diverse needs. Throughout the sales experience, they develop and deliver projects, optimize how our solution is used and ultimately keep our customers happy and help them achieve their goals. Their relationship -building skills and retail/supply chain knowledge are second to none. A dynamic team, they embrace change and love being part of our exciting tech atmosphere. In return for their skills, we feed their purpose, offer flexibility for their schedules and promise career progression (if that’s what they want). They enjoy genuine work-life balance and we encourage growth within and across teams.

What you will be doing:

• 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

Desired background:

• 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

We value the following aspects in our candidates:

• 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

Our US Office:

RELEXians can be found around the world, and while we have team members working in 30 states, here, our main office is in Atlanta, Georgia. With a new, inviting and cool office space in Colony Square, when you’re not traveling to customers or working from home, you can explore all there is to do in the area or bring along your pet for a change of scenery. Your future colleagues champion our world-class product and value our approach to flexibility and work-life balance. Our transparent culture is second to none, so don’t be surprised at our impressive development and progression opportunities!

Across RELEX, our people are supported and rewarded. In the US, we go even