Service Delivery Manager, BIT Shared Services & ITSM
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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.
The Service Delivery Manager for BIT Shared Services & ITSM will be responsible for establishing, managing, and continually improving the internal IT shared services framework. This role includes ownership of IT Service Management (ITSM) technologies and associated service operations, ensuring high-quality service delivery and alignment with business objectives. Your main key stakeholders are IT Operations, Business & Information technology, Service Delivery, Customer Operations and possible other departments in RELEX.
What you will be doing:
- Strategic Leadership and Setup of Shared Services:
- Define and develop the IT Operations service portfolio, including the creation of a comprehensive service catalogue, to provide clarity on service offerings and ensure alignment across BIT shared services.
- Design, implement, and lead BIT shared services to support the internal IT needs of the organization together with Head of IT Operations.
- Support in developing a strategic roadmap for shared services, aligning with company goals and ensuring scalability and efficiency together with Head of IT Operations.
- Establish service-level agreements (SLAs) and key performance indicators (KPIs) to measure and optimize performance together with Head of IT Operations.
- ITSM Technology and Service Ownership:
- Own and oversee the ITSM platform, ensuring its effective deployment and integration across the IT environment.
- Oversees updates, enhancements, and the overall lifecycle of ITSM tools are managed effectively to support seamless service delivery.
- Develop and maintain ITSM processes in line with industry best practices, such as ITIL.
- Support in standardizing IT service lifecycle processes to ensure successful adoption across the BIT teams, together with Head of Service Delivery & Development.
- Stakeholder Engagement and Communication:
- Act as the main point of contact for stakeholders, ensuring transparent communication and alignment of IT services with business expectations.
- Provide regular reporting and updates on service performance, issues, and improvements.
- Team Development:
- Conduct training and upskilling programs to enhance team proficiency in ITSM practices and shared service delivery.
We’re looking for:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience: Minimum of 5 years in IT service delivery or IT operations management, with a focus on ITSM and shared services.
- Certifications: ITIL certification is preferred; additional relevant certifications are a plus.
- Strong knowledge of ITSM tools and practices.
- Excellent leadership and project management skills.
- Effective communication and stakeholder management abilities.
- Problem-solving mindset and proactive approach to service improvement.
- Strategic thinking and planning
- Customer-focused service delivery
- Strong analytical and process-oriented approach
- Adaptability and resilience in dynamic environments
RELEX Portugal
RELEXians can be found around the world, but here we’re based out of our brand new central office in Lisbon, where we act as a true extension of the Finnish team. With the metro close by and multiple workspaces – including a lounge and filled fridge – our office is a tech hub and a great place to problem-solve, enjoy work, and then socialise with workmates! Your future teammates make our culture what it is, and we make sure they feel valued and appreciated with lots of activities and gatherings and of course, the genuine flexibility that’s on offer.
Across RELEX, our people are supported and rewarded. In Portugal, we go even further. As well as:
- Competitive compensation aligned with Nordic countries’ salary levels.
- The choice to work wherever and however you are most productive.
- 25 days of Annual Leave.
We also provide life and health insurance for you, your significant other and your children and encourage taking one day a week for self-development or tech exploration. We offer two paid volunteer or charity days a year, contribute to your monthly home internet and data allowance and host monthly fun, friendly and varied socials in the office. But that’s not all.
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. Be curious. Be RELEX – Apply today.
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.
Are you the one we’re looking for? Apply today and become a part of our RELEX family!
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