Service Manager Relex

Role Context

The Ultra Fresh team is implementing RELEX SaaS as the planning platform for ultra-fresh demand forecasting and replenishment across METRO. Ultra-fresh is a strategically important assortment area that requires accurate forecasting reliable replenishment strong data quality operational discipline and high service availability to improve product availability inventory efficiency and waste reduction.

The initial implementation covers the pilot countries Germany France and Romania with further global rollout waves planned afterwards. The solution is based on RELEX Forecasting & Replenishment capabilities and includes areas such as forecasting replenishment fresh optimization intraday replenishment promotions and events purchase optimization retail bill-of-materials and weather-based forecasting.

As Service Manager RELEX you will be part of the internal capability built in MD GSC India to support the transition from project delivery to stable run-mode operations and future rollout execution. You will be responsible for ensuring that the RELEX service is operated reliably monitored effectively governed properly and continuously improved in line with business expectations and standards.

You will act as the key service ownership interface between business stakeholders product engineering country key users RELEX implementation partners application managed services and internal platform teams. Your focus will be on service quality operational readiness SLA adherence incident and problem management vendor coordination governance communication and continuous service improvement.

How You Will Make an Impact

You will help METRO establish a reliable and scalable operating model for RELEX in Ultra Fresh ensuring that the solution can support business-critical forecasting and replenishment processes across pilot countries and future rollout waves.

You will contribute to stable application managed services transparent service governance faster incident resolution stronger business confidence and reduced dependency on external partners by building service management capability inside MD GSC India.

Your Responsibilities

• Own and manage the RELEX service from an operational and service-management perspective ensuring stable reliable and transparent service delivery for Ultra Fresh forecasting and replenishment.
• Define maintain and continuously improve the service model support processes governance routines escalation paths operational documentation and communication channels for RELEX.
• Ensure that agreed service levels operational KPIs support expectations and business-critical timelines are understood monitored reported and acted upon.
• Coordinate incident problem service request and escalation management across internal support teams RELEX vendor support implementation partners engineering teams and business stakeholders.
• Ensure timely response impact assessment prioritization communication mitigation and resolution for RELEX-related incidents and operational issues.
• Drive problem management activities by identifying recurring issues coordinating root-cause analysis tracking corrective actions and ensuring preventive measures are implemented.
• Support the transition from project delivery to application managed services and run-mode operations including readiness assessments hypercare setup knowledge transfer support handover and operational stabilization.
• Coordinate go-live rollout and hypercare service activities for pilot and future rollout countries ensuring service readiness and smooth transition into steady-state operations.
• Monitor service health including data loads interfaces batch runs operational outputs support queues incident trends availability and performance indicators.
• Work closely with Solution Experts engineers architects product managers country key users and RELEX to ensure that functional technical and operational issues are properly understood and addressed.
• Manage the operational relationship with RELEX and other external partners including service reviews escalation follow-up vendor performance tracking issue prioritization and continuous improvement discussions.
• Prepare and facilitate service review meetings operational status updates stakeholder briefings post-incident reviews and other governance ceremonies.
• Communicate actively and regularly on service status incidents risks dependencies support performance and improvement actions through internal and external channels.
• Maintain transparency with business stakeholders and country organizations regarding service quality known issues planned changes releases upgrades and operational risks.
• Ensure that change release and upgrade activities are assessed from a service-impact perspective and that required regression testing business communication support readiness and fallback planning are coordinated.
• Support risk management security compliance data protection access management and audit-related activities for the RELEX service in collaboration with the relevant teams.
• Maintain and improve operational documentation support runbooks known error databases escalation matrices service reports SLAs OLAs and knowledge articles.
• Define and track service objectives and key results together with the squad product business and support stakeholders.
• Use service metrics incident trends stakeholder feedback and operational data to identify improvement opportunities and drive continuous service improvement.
• Promote a culture of ownership collaboration transparency and customer focus across all teams involved in the RELEX service.

Qualifications :

Required Key Competencies and Qualifications

• 8 to 12 years of experience.
• Proven experience as a Service Manager Application Service Manager IT Service Manager Service Owner Product Operations Manager Application Support Lead or similar role in a technology-driven environment.
• Experience managing enterprise applications SaaS platforms application managed services or business-critical digital services.
• Good understanding of IT service management practices including incident management problem management service request management change enablement release coordination SLA management escalation management and service reporting.
• Experience working with vendors implementation partners managed service providers or external SaaS providers in an operational or service-management context.
• Experience with retail wholesale supply chain demand forecasting replenishment inventory management enterprise planning systems or business-critical operational platforms.
• Strong ability to structure complex operational topics align multiple stakeholders define clear next steps and drive issues from identification to resolution.
• Strong communication skills with the ability to provide clear updates to business stakeholders technical teams management countries and external partners.
• Ability to translate business impact into operational priorities and to explain service risks dependencies and decisions in a clear and pragmatic way.
• Experience with service reporting KPI tracking service review meetings post-incident reviews operational dashboards or continuous improvement planning.
• Ability to work with data understand operational monitoring interpret incident trends and collaborate with technical teams on data load interface or batch-related issues.
• Understanding of SaaS operating models vendor support processes release cycles access management and service continuity requirements.
• Experience with Jira Confluence ServiceNow monitoring tools or similar collaboration and ITSM platforms.
• Strong ownership mindset structured way of working attention to detail and ability to work independently in a distributed international setup.
• Ability to communicate effectively in a challenging and complex environment involving multiple countries external vendors product teams engineering teams and business stakeholders.
• Very good fluency in English both written and verbal.

Nice to Have

• Experience with RELEX RELEX Plan RELEX Connect Forecasting & Replenishment solutions fresh optimization or similar supply chain planning platforms.
• Experience supporting global or multi-country rollouts including go-live hypercare stabilization and transition into steady-state operations.
• ITIL certification or practical experience applying ITIL-based service management practices.
• Experience with application managed services L2/L3 support models vendor governance operational readiness or service transition.
• Understanding of data interfaces master data transactional data batch monitoring reprocessing and operational housekeeping.
• Experience in retail or wholesale business processes especially fresh / ultra-fresh forecasting and replenishment.
• Experience with risk management security access management compliance audit support or data protection topics.

Experience facilitating workshops service reviews stakeholder briefings and cross-functional operational meetings.

Additional Information :

• What We Offer at METRO

• Hybrid and agile work: Thrive in a flexible multicultural environment with self-organizing teams.
• People development: Grow through individual and company-wide learning and development opportunities.
• Ownership and impact: Contribute to a strategic Ultra Fresh platform improving availability efficiency and waste reduction.
• International collaboration: Work with colleagues business stakeholders and partners across multiple countries and functions.
• Support with individual solutions: We care about people and support you throughout your professional journey.

Remote Work :

No

Employment Type :

Full-time