Service Delivery Manager

Service Delivery Manager

We are now looking for a full-time, 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.

• 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

• 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

• 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:

You’ll be supported and given the space to thrive. We offer meaningful work, flexibility, and a culture that backs you to share your voice and be authentic.  

• An international career and learning opportunities 
• A rapidly growing and financially robust software company with exciting opportunities for career growth, also in the future 

These are the RELEX key benefits 

• Flexible working 
• Annual leave 
• Internet and mobile phone benefits 
• Diverse, inclusive, and supportive work culture 
• Meaningful work with a commitment to a more sustainable future 
• Strong team spirit through company parties, two team days per year, and after-work activities 
• Family-oriented policies 
• Flat hierarchies   
• Two paid volunteering days each year 

We’re always ready to welcome new RELEXians to our team because your enthusiasm and expertise allow us to keep innovating and creating the future of planning for retail and consumer brands. If you’re ready to be part of our growth, apply now.

About RELEX: 

RELEX Solutions delivers a unified supply chain planning platform for retailers and manufacturers, enabled by proven AI technology. We help companies optimize demand forecasting, replenishment, merchandising, pricing and promotions, supply chain operations, and production planning across the end-to-end value chain. 

With a global team of over 2,000 professionals, we work side-by-side with our customers to solve real problems with lasting impact. Companies like AutoZone, Sprouts, and PetSmart trust RELEX to increase product availability, boost sales, deliver actionable insights, improve sustainability, and drive profitable growth. Join us and make an impact on the world and your career! 

Being part of RELEX means being heard, feeling valued and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We’re creating and evolving our culture to welcome everyone and value every idea.  

RELEX Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-Remote