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Service Delivery Manager

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Service Delivery Manager, US

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 10 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.  This includes but is not limited to building relationships with your customers, conducting service reviews, facilitating change management, and managing incidents for your assigned customers.

What you'll be doing:

  • 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

What you'll bring to the table:

  • 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

What we consider as an advantage:

  • 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 in Spanish/Portuguese are considered a bonus
  • Entrepreneurial attitude with interest towards growing the business

What we offer you in return:

  • A front row seat in a rapidly growing and international software company
  • Working with a fun, ambitious and committed team of smart people
  • A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged
  • Responsibilities in challenging projects from day one
  • International career and learning opportunities
  • Position where you can help retailers fight against food waste


About RELEX Solutions:  

RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing and promotion strategies, all within our unified platform. RELEX’s AI-driven, cloud-based platform helps retailers and CPG companies move fast and find new ways to meet consumer needs while improving operational efficiency and controlling costs. RELEX recently announced the successful closure of a $500M+ funding round, bringing the company’s valuation to $5.7B.

RELEX is trusted by leading brands including AutoZone, Bed Bath and Beyond, Sprouts, PetSmart, and Party City, and has offices across North America, Europe, and the Asia Pacific region. 

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