Manager (m/f/d) Service Delivery - limited until 31.12.
1. Full Time
2. Ballindamm 25, Hamburg, Deutschland
3. With Professional Experience
4. 9/5/24
About Hapag-Lloyd
With a fleet of modern container ships and a total transport capacity of 11,9 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13, employees and offices in countries. Hapag-Lloyd has a container capacity of 11,9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of liner services worldwide ensure fast and reliable connections between more than ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2, employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
Responsibilities and Tasks
Play an important role in our digital transformation journey: Build a new and innovative work environment for improved customer experience by self-service features, automated process, increased visibility for a more proactive and value adding service approach
5. Support the Product Owner of Import Customer Service process:
Conceptualize and drive the development of IT projects to improve Customer Service effectiveness and efficiencyRepresent the voice of the customer in an agile framework, translate user needs into user storiesBe accountable to maintain product backlog and prioritize user stories based on importance and dependencies for implementationConnect and align internal and external membersTake responsibility to design appropriate training concepts, create training material and train the organizationPlan and execute the rollout of new tools in the organization
6. Develop and align proposals with stakeholders to optimize and harmonize CS processes to accommodate and outperform customer requirements and establish a market differentiator
7. Maintain close relations with the Regional Customer Service Managers, Regional BSDs, GPX, IT and with the other CEO departments
8. Take quick (deliberate and balanced) decisions with regards to the features aligned
9. Ensure that all deliverables reflect improved quality for our customers as well as more efficient processes and/ or extra revenue streams for Hapag-Lloyd
Requirements and Qualifications
To be successful in this role, you should…
10. Have experience in an Area, GCC, Regional Customer Service and demonstrate experience in project work
11. Be able to create a business concept from scratch, prepare content for training and change management material
12. Be excited about challenging the status quo, coming up with creative and innovative solutions and implementing them
13. Be motivated to take over ownership in a dynamic project environment, lead working groups and work independently on our project deliverables to deliver them within the committed timeline
14. Be able to build strong relationships with internal stakeholders in the business- and IT teams
15. Have an assertive personality and be able to convince relevant stakeholders in the organization
16. Feel comfortable presenting results and project status updates to involved partners and stakeholders
17. Have excellent command of spoken and written English
We Offer
18. Constantly new, responsible tasks, the opportunity to introduce solutions that you are personally convinced of
19. Excellent opportunities for further development, supported by a wide range of training and development opportunities
20. Competitive remuneration (13 salaries + vacation pay) and social benefits, as well as a permanent employment contract
21. At least 28 days of vacation, flextime, capital-forming benefits, company pension plan
22. Company restaurant with daily changing, high-quality dishes to choose from as well as coffee bar
23. Central location between the main train station and Jungfernstieg as well as subsidy for public transportation
24. Hybrid work model: 3 weekdays at our headquarters in the heart of Hamburg and 2 weekdays mobile work
25. Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing
Contact person
Dawid Bujalla Manager Talent Acquisition & Employer Branding Share this job
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