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Customer Operations Copenhagen, Denmark

Senior Service Delivery Manager, Denmark

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RELEX is growing in Denmark, and we have high expectations for the future. We are looking for Senior Service Delivery Manager to join our team, which currently consist of 20 people. You’ll be directly responsible of selected services for assigned customer(s) and together with the Scandinavian service delivery team you’ll ensure that we deliver outstanding service to our customers.

This is an ideal role for a customer-oriented person who wants to help create long-term success for retailers, wholesalers and production customers. If you are proactive and have strong analytical and problem-solving skills and ready to to take on new challenges, then you will join an ambitious team; all committed to RELEX’s success.

What You’ll Be Doing

  • You are directly responsible of selected services for assigned customer(s)
  • You will develop and maintain RELEX-wide service delivery processes
  • Manage escalations and major incidents ensuring on-time communication to customer’s top management
  • Perform service reviews
  • On top of financial targets many of your key performance indicators are linked to service quality such as SLAs and customer satisfaction surveys
  • Lead environmental changes such as disaster recovery, development, configuration, incidents and management of problems encountered
  • Testing when performing version upgrades
  • Ensure that the RELEX system is fully operational and accessible, and that the customer's RELEX system-related problems are resolved in accordance with SLA
  • Identify continuous improvements and develop best practices

What You’ll Bring To The Table

  • Comprehensive work experience in IT software service management, supply chain management, service management, customer success management and / or consulting
  • Experience in leading and facilitating meetings with customers
  • Technical and / or technical project management experience from a cloud-based platform service
  • Excellent coordination skills
  • Strong communication skills both in Danish and English, in writing and orally

What We Consider As An Advantage

  • Continuous improvement mindset
  • Strong analytical and problem-solving skills
  • Outstanding work ethic and a sense of urgency to resolve issues quickly and efficiently
  • Ability to work proactively and is results-driven
  • Ability to interact with the customer's stakeholders, including resources at C level
  • Ability to understand ERP systems, Supply Chain and / or Space and Assortment Management from a business and IT perspective
  • Ability to map customer requirements and design solution proposals
  • Ability to independently develop customer accounts and create added value for our customers.
  • Knowledge of ITSM, ITIL and IT change management processes

What We Offer You In Return

  • Challenging projects in an international working environment
  • A fun, ambitious and committed team of smart people to work with
  • A front row seat in a rapidly growing and international software company
  • A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged
  • Flexible work hours and possibility to work remote
  • Office in central Copenhagen
  • Competitive salary that reflects your qualifications and benefits as lunch, healthcare insurance and pension

Are you the one we’re looking for? Apply today and become a part of our RELEX family! 

You can apply by sending your cover letter and resume through the application form by31st of January 2022. Please note that we will fill this position as soon as we’ve found the right person, so we recommend that you act quickly. 

If you have questions, Kalle Wictor is happy to answer them by e-mail kalle.wictor[a]  

Due to the severity of COVID-19, we’ve moved to a remote working mode. Restrictions being in place, we’re currently unable to schedule in-person interviews, and onboarding is primarily completed remotely, depending on the country-specific recommendations. Our mission is to keep everyone safe while adapting to changing times. 

About Us

RELEX Solutions is the provider of the world’s most powerful integrated retail and supply chain planning solutions and delivers impressive results for customers around the world. With more than 1.000 employees across 15 offices in the US, UK, Germany, Sweden, Norway, Denmark, France, Italy, Spain, Hong Kong and our headquarters in Finland, we are a close-knit community that combines start-up mentality with corporate reliability.

Here at RELEX we work in small teams where everyone’s input is valued. People can shift and advance between teams based on required skillset and personal interest. You get as much freedom and responsibilities as you feel comfortable with. We believe in transparency and using common sense; you are free to choose the tools you need to reach our common goals. Here we are serious about what we do, but don’t take ourselves too seriously. We get excited when facing new challenges where we can put our skills to the test, but make sure to have fun doing it. Now – if you accept the challenge – we give you the opportunity to experience all this and more.