Job Description
Retail inMotion delivers end-to-end onboard retail solutions for airlines worldwide—from product development and logistics to crew training and digital platforms. With a global reach and a passion for innovation, we help airlines create seamless, revenue-driving passenger experiences.
Our culture is driven by curiosity, creativity, and a shared commitment to doing great work with joy, ownership, and respect. At RiM, we challenge the norm, support each other, and never stop learning.
About the role:
The Service Delivery Manager understands the unique needs of our clients, leverage RiM IT offerings, and identify opportunities to provide tailored solutions that drive value for both the client and the company. You are responsible ensuring customer satisfaction, and laying the groundwork for future growth into an Account Manager position for larger accounts. The Service Delivery Manager serves as the primary advocate for the customer, ensuring their needs and expectations are consistently met.
Job Requirements
Knowledge and Experience:
* Bachelor's degree in Business, IT, or related field
* 3+ years of experience in customer success, account management, or a related role within the IT industry
* Strong understanding of IT products and services, particularly within the inflight retail sector
* Excellent communication, negotiation, and interpersonal skills
* Proven ability to manage multiple accounts simultaneously while maintaining a high level of attention to detail
* Can attend IT stand ups and understand what the status quo of a specific feature/challenge is
* Can manage ticketing system and understand status of respective tickets
* Can engage with software developers, product managers, and engineering leadership to discuss problem and solution spaces
* Has good knowledge of software development practices and technical systems
* Understands QA, release processes and incident management processes
* Can translate tech lingo to business lingo and vice versa, without requiring engineering support
Competencies & Skills:
* Strong client relationship management skills
* Excellent strategic planning and business development abilities
* Ability to work collaboratively across departments
* Strong collaboration and communication skills
* Proactive approach to problem-solving and innovation
* Ability to analyse market trends and data
* Financial acumen
* Strong leadership and stakeholder management abilities
* Ethical and demonstrates integrity in all business dealings
Job Responsibilities
* Develop and maintain strong, long-lasting relationships with assigned clients
* Act as the primary point of contact for client queries and issues, ensuring timely and effective resolution
* Understand clients' business models, goals, and challenges to offer tailored IT solutions
* Responsibility for the overall performance of the inflight IT account, including financial, operational, and customer satisfaction metrics
* Develop and implement strategic plans to achieve business objectives
* Analyse data and reports to adjust strategies and optimize profits
* Approve major operational changes, initiatives, and expenses related to inflight IT
* Deeply understand the client's business needs and how RiM's IT solutions can address these needs
* Conduct regular meetings with clients to review performance, identify opportunities, and provide strategic guidance
* Drive customer satisfaction, monitoring CSAT scores and implement actionable feedback
* Analyse market data and client feedback to identify opportunities for innovation and improvement
* Identify and create opportunities for upselling and cross-selling within existing account
* Collaborate with internal teams to develop custom solutions that meet client needs and drive revenue growth
* Work closely with the Key Account Manager and other internal teams (e.g., IT, Account Manager, ) to ensure client needs are met
* Provide feedback on product offerings and contribute to the development of new features or solutions
* Participate in training programs to develop the skills necessary for promotion to Account Manager roles
* Assist in mentoring junior team members as needed
* Oversee all projects for assigned accounts, ensuring they are delivered on time, within scope, and within budget
* Heavy focus on release management and issue tracking
Job Benefits
* Hybrid work & Flexitime
* 27 (update according to location) days Annual Leave
* Bonus scheme
* Free onsite lunch and health snacks options
* Great work-life balance
* Friendly, international team with a strong sense of fun
* Exciting career opportunity in the global travel retail space
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, ethnicity, religion, sexual orientation, or any other protected characteristic.