HEAD OF IT SERVICE DELIVERY

RELEX Solutions creates 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 Head of IT Service Delivery & Development is responsible for building and leading the internal IT Service Delivery function at RELEX, ensuring that IT services are strategically aligned with business needs and efficiently managed across the organization. This role will establish a service management approach that unifies ITSM processes, integrates them with technology, and oversees the IT service landscape. Additionally, this role will work closely with the external-facing Service Delivery team to create synergies and align IT services with RELEX’s overall service strategy.

This role is critical in shaping the future of IT service delivery within BIT, ensuring that IT services are efficient, scalable, and fully aligned with RELEX’s strategic goals.

• Establishing IT Service Delivery: Build and develop the internal IT Service Delivery function, defining its scope, responsibilities, and operating model in alignment with business and IT strategy.
• Service Management Framework: Develop and implement a unified ITSM approach together with the Service delivery team, ensuring consistent and efficient service delivery across the organization while integrating with technology solutions.
• Collaboration with Business & External Service Delivery: Work closely with business units to define and implement IT service management processes while aligning with the external Service Delivery team to create a seamless service experience.
• IT Service Delivery Management: Oversee the delivery of IT services, ensuring they meet business requirements, service level agreements (SLAs), and customer expectations.
• Technology & Process Integration: Ensure ITSM processes are linked to the technology landscape, optimizing automation, efficiency, and scalability. Ownership of ITSM platform and lead for assessing way to go forward with current technologies.
• Continuous Improvement & Innovation: Drive ongoing service enhancements, leveraging best practices and emerging technologies to improve IT service quality and effectiveness.
• Stakeholder Engagement: Collaborate with senior management, business leaders, and external partners to ensure IT services meet organizational needs and strategic objectives.
• Governance & Compliance: Ensure IT service delivery aligns with compliance, regulatory, and security standards while upholding operational excellence. Lead the Service Council forum, which oversees new IT demands from the demand process. The council evaluates incoming requests, reviews business cases, conducts or participates in pre-studies, and makes decisions on demands that do not require escalation to the Business & IT Executive Forum.
• Performance Measurement & Optimization: Define key performance indicators (KPIs) and use data-driven insights to measure and enhance IT service performance.
• Vendor & Resource Management: Oversee vendor relationships, manage budgets, and allocate resources to ensure the efficient delivery of IT services.
• Risk & Incident Management: Identify, assess, and mitigate risks related to IT service delivery, ensuring business continuity and resilience.