Senior Service Delivery Manager

RELEX Solutions; Atlanta (GA); On-site; USD 80,000 - 120,000; Full time

Job summary

Join a dynamic team as a Senior Service Delivery Manager, where you will lead the delivery process for a cutting-edge SaaS solution. In this role, you will mentor a team of Service Delivery Managers, ensuring they have the tools and training necessary for success. You will be the primary point of contact for customers, overseeing software support and managing environment changes. This innovative firm values flexibility, work-life balance, and career progression, offering a supportive culture that champions diversity and inclusion. If you're passionate about enhancing customer experiences and driving service excellence, this is the opportunity for you.

Benefits

Competitive compensation

Flexible work arrangements

15 days paid time off

12 paid sick days

13 company holidays

Paid volunteer days

$500 work-from-home stipend

Maternity and paternity leave at full pay

Standard health benefits

Qualifications

• 5-7 years in IT service management or customer success.
• Experience with cloud-based platforms and project management.

Responsibilities

• Lead and mentor Service Delivery Managers for success.
• Manage customer relationships and ensure system availability.

Skills

Service Management

Customer Success Management

Analytical Skills

Problem-Solving Skills

Communication Skills

Project Management

Supply Chain Knowledge

ERP Systems Understanding

Education

Bachelor's Degree in Business Administration

Master's Degree in Supply Chain Engineering

Tools

RELEX SaaS

ITSM

ITIL

Job description

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 further. As well as:

• Competitive compensation
• The choice to work wherever and however you are most productive
• 15 days of paid time off, 12 paid sick days, and 13 company holidays

We also offer up to 2 paid volunteer and charity days a year, a generous $500 work-from-home stipend and maternity and paternity leave that covers 12 weeks at full pay (after that, you can take time off unpaid or use your vacation days – it’s up to you). And of course we offer all standard health benefits with various plans to choose from. But that’s not all.

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 create cutting-edge supply chain and retail planning software. Within our platforms, we have the power and potential to increase adaptability, efficiency and sustainability in the consumer goods and retail value chain. Our impact is tangible; from sustainability and eliminating waste to delighting customers and delivering great tailored tech solutions, we’re curious and passionate challenge-seekers creating the future of retail today.

RELEX is trusted by leading brands including AutoZone, Sprouts, PetSmart, Dollar Tree, and has offices across North America, Europe, and the Asia Pacific region.

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