Service Manager - Relex

Role summary

Service Manager - Relex is a role at METRO/MAKRO in Pune City Subdistrict, Maharashtra, India (hybrid). Posted 2026-08-12. Experience level: 10+.

Job title

Service Manager - Relex

Company

METRO/MAKRO

Location

Pune City Subdistrict, Maharashtra, India

Work arrangement

hybrid

Category

Cybersecurity

Experience level

10+

Date posted

2026-08-12

Job description

Company Description

Established in 2011 and headquartered in Pune, METRO Global Solution Center (GSC) India is a strategic hub driving METRO’s global transformation. With 1,200+ professionals, we deliver specialized integrated expertise across Master Data Management, Information Technology, Cyber Security, Marketing & Design, Strategy, Finance & Accounting, controlling (FP&A), and People & Culture (HR) solutions that drive operational excellence and digital innovation.

By supporting METRO’s sCore strategy, we enable sustainable growth and strengthen business processes. With a solutions-first mindset, we reduce complexity, accelerate transformation, and create measurable value for METRO businesses scaling up globally. METRO is a leading international food wholesaler operating in over 30 countries with a strong network of wholesale stores, digital marketplaces, and food service distribution. It supports businesses that keep the world running, from hotels, restaurants, and cafés to local retailers - offering quality, reliability, and smart solutions that help small and medium-sized businesses succeed.

Headquartered in Düsseldorf, Germany, METRO AG employs over 85,000 people worldwide and acts as the central management holding company of the group, driving strategic direction, and enabling consistent excellence across all markets. Around the world, METRO has approx. 15 million customers who benefit from the wholesale company’s unique multichannel mix: customers can purchase their goods in one of the large stores in their area as well as by delivery (Food Service Distribution, FSD) – all digitally supported and connected. In parallel, METRO MARKETS is being developed as an international online marketplace for professional customers, which has been growing and expanding continuously since 2019.

Acting sustainably is one of the company principles of METRO, which has been listed in various sustainability indices and rankings, including MSCI, Sustainalytics and CDP.

Job Description

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 METRO.digital 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 METRO.digital 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