Job DescriptionRetail 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 RequirementsKnowledge and Experience:Bachelor's degree in Business, IT, or related field3+ years of experience in customer success, account management, or a related role within the IT industryStrong understanding of IT products and services, particularly within the inflight retail sectorExcellent communication, negotiation, and interpersonal skillsProven ability to manage multiple accounts simultaneously while maintaining a high level of attention to detailCan attend IT stand ups and understand what the status quo of a specific feature/challenge isCan manage ticketing system and understand status of respective ticketsCan engage with software developers, product managers, and engineering leadership to discuss problem and solution spacesHas good knowledge of software development practices and technical systemsUnderstands QA, release processes and incident management processesCan translate tech lingo to business lingo and vice versa, without requiring engineering supportCompetencies & Skills:Strong client relationship management skillsExcellent strategic planning and business development abilitiesAbility to work collaboratively across departmentsStrong collaboration and communication skillsProactive approach to problem-solving and innovationAbility to analyse market trends and dataFinancial acumenStrong leadership and stakeholder management abilitiesEthical and demonstrates integrity in all business dealingsJob ResponsibilitiesDevelop and maintain strong, long-lasting relationships with assigned clientsAct as the primary point of contact for client queries and issues, ensuring timely and effective resolutionUnderstand clients' business models, goals, and challenges to offer tailored IT solutionsResponsibility for the overall performance of the inflight IT account, including financial, operational, and customer satisfaction metricsDevelop and implement strategic plans to achieve business objectivesAnalyse data and reports to adjust strategies and optimize profitsApprove major operational changes, initiatives, and expenses related to inflight ITDeeply understand the client's business needs and how RiM's IT solutions can address these needsConduct regular meetings with clients to review performance, identify opportunities, and provide strategic guidanceDrive customer satisfaction, monitoring CSAT scores and implement actionable feedbackAnalyse market data and client feedback to identify opportunities for innovation and improvementIdentify and create opportunities for upselling and cross-selling within existing accountCollaborate with internal teams to develop custom solutions that meet client needs and drive revenue growthWork closely with the Key Account Manager and other internal teams (e.g., IT, Account Manager, ) to ensure client needs are metProvide feedback on product offerings and contribute to the development of new features or solutionsParticipate in training programs to develop the skills necessary for promotion to Account Manager rolesAssist in mentoring junior team members as neededOversee all projects for assigned accounts, ensuring they are delivered on time, within scope, and within budgetHeavy focus on release management and issue trackingJob BenefitsHybrid work & Flexitime27 (update according to location) days Annual LeaveBonus schemeFree onsite lunch and health snacks optionsGreat work-life balanceFriendly, international team with a strong sense of funExciting career opportunity in the global travel retail spaceWe 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.