Service Delivery Manager

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. Excellent communication skills in Spanish/Portuguese along with English. 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.

Be the primary point of contact for assigned customers regarding software, support, minor development, risk management, environment maintenance, change management, and version upgrades. Lead environment changes including disaster recovery, development, deployment, configuration, incident, and problem management. Ensure the RELEX system is fully operational and available, and customer issues are resolved according to SLA. Help customers further develop their RELEX solution to expand usage and benefits. Support and lead retail and supply chain planning development projects. Work with clients on a consultancy basis to optimize business processes and identify opportunities. Perform business analysis and problem-solving at strategic, operational, technical, and organizational levels.