You manage daily operations and incident management, working with various departments to enhance processes and resolve issues while promoting team development and motivation.
Anforderungen
- •Bachelor's degree or equivalent
- •Minimum 5 years in Shipping Industry
- •At least 5 years in Service Delivery
- •At least 2 years in managerial role
- •Commitment to Customer Experience
- •Ability to prioritize work effectively
- •Great communication skills
- •Analytical & Reporting aptitude
Deine Aufgaben
- •Deliver excellent incident management per service level commitments.
- •Manage the team daily to meet KPIs.
- •Conduct regular reviews with internal departments for improvements.
- •Engage with departments to enhance resolution times and processes.
- •Effectively manage and escalate unresolved technical problems.
- •Motivate and develop the team to provide top service.
Deine Vorteile
Permanent employment contract
Challenging and diverse tasks
Promotion and career development opportunities
Extensive training opportunities
Possibility of mobile working
Original Beschreibung
ID:
561779
Location:
Hamburg, DE
# Senior Service Delivery Manager (f/m/d)
For our office in Hamburg, Bremen, Düsseldorf, Frankfurt/Main, München, Bratislava, Basel, Vienna or Prague we are recruiting a: **Senior Service Delivery Manager (f/m/d)**
The Senior Service Delivery Manager is instrumental in ensuring that Service Delivery tasks (Booking, Documentation, Counter, Invoicing & Disputes, Cargo readiness and Idle full) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.
**Your responsibilities:**
* Deliver excellent incident (case) management as per Service Level commitment
* Managing the team day to day to meet KPIs
* Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance,…) to deliver any improvement or address any risk
* Engage with internal departments (GBS, Sales, Lines, Finance,…) for better resolution time & process
* Effective management and escalation of unresolved customer technical problems
* Motivate and develop your team to provide the best service
**You bring aboard:**
* A bachelor degree or equivalent university degree
* A minimum of 5 years of experience in the Shipping Industry
* At least 5 years of experience in a Service Delivery team, demonstrating consistent performance and customer satisfaction
* At least 2 years in a managerial or supervisory role, with demonstrated leadership and team coordination skills
* Commitment in delivering the best Customer Experience
* Ability to prioritize work effectively and manage time efficiently
* Great communication skills
* Analytical & Reporting aptitude (Data, Qliksense)
**You can expect:**
* Permanent employment contract: We want you to feel comfortable with us in the long term
* A position in a global organisation where you are challenged with interesting and diverse tasks
* As part of the CMA CGM Group, a leading worldwide shipping group, and due to our size, business diversity and European network access to a vast range of opportunities for promotion and career development
* Extensive further training opportunities of your choice on our e-learning platform
* Possibility of mobile working