Service Delivery Manager (m/f/*)

We’re RELEX, and our market-leading supply chain and retail planning platform combines revolutionary technology with the passion of our people to positively impact our customers, consumer brands and the world. We believe that technology should have a purpose, and ours helps reduce waste and CO2, champion sustainability and maximise customer satisfaction while minimising operative costs. Whatever drives you, you’ll find it here. You can be the change at RELEX.

Our Customer Operations team partner with customers and support their diverse needs. Throughout the sales experience, they develop and deliver projects, optimise 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.

As a Service Delivery Manager (m/f/*), you ensure that RELEX services are fulfilled according to the SLAs and are responsible for service delivery for selected customers.
Your goal is to satisfy our customers and ensure a stable and well-functioning service with proactive support and transparent communication.

What you'll be doing:

• You will support our customers independently as a proactive solution partner after the implementation of our software.
• You are responsible for the scheduled fulfillment of the services and SLAs agreed with customers.
• You monitor our SaaS profitability and costs and are responsible for invoicing.
• You will hold regular service review meetings with our customers and continually improve our services.
• You are responsible for initiating quality-improving measures as well as for (major) incident management together with support and our technical leads.
• Monitoring the service performance in terms of budget, quality and duration and reviewing the service provision also fall into your area of responsibility.
• You take care of the contractual, planning and financial aspects of the service business with our customers.

What we're looking for:

• You have already gained two or more years of experience as a Service Delivery Manager or a similar position.
• You have a good understanding of IT service management processes (e.g. based on ITIL such as IT change management).
• You have already gained experience in an interface function between the department and IT.
• You work in a customer-oriented manner, building relationships with our customers and constantly improving them.
• You have initiative and strong communication skills.
• You speak English fluently.

What we offer:

• At RELEX you have 25 days off per year plus 8 bank holidays. In addition to that you’ll get days off for different occasions (birth of child, first day of school, moving day, etc.)
• RELEX offers a workplace pension scheme with an employer contribution of 6%.
• In addition to that, RELEX offers an enhanced maternity / adoption package of: 12 weeks at 100% pay, 8 weeks at 80% pay and another 8 weeks at 60% pay.
• At RELEX we offer a Employee Assistance Programme (EAP) with different services included
• Within our Healthcare support we have different services: Treatment with Comprehensive Cancer Cover, Full Out-patient, Therapies, Mental Health, Private GP, Employee Assistance, Programme Premier, Dentist and Optician Cashback Plus and Health Assessment
• At RELEX you can expense up to £100 per year (£50 in H1 and £50 in H2) to put towards organized physical sporting activities (e.g. marathons, Tough Mudder, Spartan Race, Ironman Triathlon etc.), or the purchase of personal sporting equipment/activities (e.g. running shoes, home weights, Fitbit devices, gym usage etc.)
• Discounted Gym Membership @ Fitness First
• Cycle to Work Scheme (www.cyclescheme.co.uk)
• You can expense the cost of an annual eye test
• When it comes to your work laptop, you can choose between Dell and Mac. When it comes to your work phone, your choice is between iPhone and Android.
• At RELEX we take feedback and your personal development very seriously. For this purpose we have our yearly development discussions where you’ll receive peer and management feedback and as well plan your future at RELEX together with your manager.
• Flexible & remote working: There are many benefits in working remotely at times as sometimes the office is not the best place for certain tasks and working remotely
  instead of wasting time in commuter traffic can ease your mind and free up time for your personal life.
• Work from abroad: At RELEX we recognize that sometimes you just need a little flexibility to juggle all your responsibilities so therefore we also offer flexible working practices to help out in this respect.
• Charity Days: To support different causes, RELEX provides us with up to two days off to do charity work.
• Office Dogs: Your furry friend is always welcome in our London office

Interested? Please apply with complete application documents in English, salary requirements and earliest possible start date via the button below.

We value diversity and therefore welcome all applications - regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, and sexual orientation and identity.

To learn more about RELEX, check out www.relexsolutions.de.
If you have questions about the application process, check out our FAQs. If you still have questions, we can help you at [email protected].