Service Delivery Manager

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 whileminimising 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, 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.

• 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.

Don’t be afraid of technology! You will learn everything you need to know about our software during the training.

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 speakEnglish fluently.

RELEXians can be found around the world, but here we’re based in Stoke and London. You’ll find our Stoke office in a university campus business park, a genuinely collaborative space surrounded by up-and-coming talent. In London, we have a brand-new vibrant space that doesn’t compromise on cosiness – it’s a welcoming customer hub! One of our meeting rooms even transforms into a cinema, and dogs are more than welcome. Both offices are well-equipped spaces in which to socialise and work. Your future teammates are just as passionate about technology/impacting the world as you are; they’re a vital part of our unique culture that encourages personal development and genuine work-life balance.

We offer:

• An international and positive working environment in a company that is developing positively and investing in the future.
• Strong team spirit and individual training with meaningful work.
• Flexible and hybrid working options.
• Tailor-made training and further education opportunities.

We’re on a journey with our pioneering technology and exciting growth, which is why we celebrate diversity and are committed to creating an inclusive environment for everyone. We can’t wait to see what challenges you’ll overcome and what problems you’ll solve. Join us and work with the best.