Service Delivery Manager
Core
Lead Service Delivery across Europe for Maersk E-Commerce, acting as the primary customer advocate to drive retention, revenue protection, and account growth while scaling operations through automation and AI.
Role type
Senior Service Delivery Manager (Strategic Leadership)
Builds
Scalable Service Delivery operation and customer experience solutions for European e-commerce brands
Domain
Logistics / E-commerce / Supply Chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic leadership, customer advocacy, commercial ownership, operational excellence, escalation management, data-driven decision-making, stakeholder influence, AI/automation adoption
Preferred skills
E-commerce environment experience, service transformation program leadership, digital journey optimization
Technologies
AI, automation, self-service tools, digital customer journeys
Responsibilities
Build and maintain strong relationships with strategic European customers; Lead critical customer escalations and service recovery; Partner with commercial, product, and technology teams to improve service performance; Drive customer retention and revenue protection initiatives; Identify opportunities for account expansion and growth; Lead operational excellence initiatives for productivity and cost-to-serve improvements; Reduce WISMO demand through proactive communication and digital tools; Develop a scalable Service Delivery model for business growth; Use data and insights to measure performance and drive continuous improvement.
Seniority
Senior, hands-on IC with strategic leadership scope