Manager (m/f/d) Service Delivery - limited until 31.12.2026

TN Germany; Hamburg; Hybrid; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

An established industry player is seeking a dynamic Manager for Service Delivery to lead innovative projects enhancing customer experience. This role involves driving IT initiatives, optimizing service processes, and collaborating with diverse teams. The company offers a hybrid work model, competitive salary, and excellent development opportunities. Join a forward-thinking team that values your input and creativity in shaping the future of customer service. If you're passionate about making a difference and thrive in a collaborative environment, this is the perfect opportunity for you.

Leistungen

Flexible working hours

At least 28 days of vacation

Public transportation subsidy

Health and sports programs

Company restaurant

Pension plan

Bicycle leasing

Training support

Qualifikationen

• Experience in Customer Service with demonstrated project work.
• Ability to create business concepts and training materials.

Aufgaben

• Support IT projects to improve customer service effectiveness.
• Develop proposals to optimize customer service processes.
• Maintain relationships with various internal stakeholders.

Kenntnisse

Customer Service

Project Management

Stakeholder Management

Agile Methodologies

Training Development

Change Management

Business Concept Creation

Communication Skills

Ausbildung

Bachelor's Degree

Jobbeschreibung

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Manager (m/f/d) Service Delivery - limited until 31.12.2026, Hamburg

Client:

Hapag-Lloyd

Location:

Hamburg, Germany

Job Category:

Other

EU work permit required:

Yes

Job Reference:

4b7f6de47ef1

Job Views:

2

Posted:

27.04.2025

Expiry Date:

11.06.2025

Job Description:

Manager (m/f/d) Service Delivery - limited until 31.12.

• Full Time
• With Professional Experience
• Posted on 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. The company operates in the Liner Shipping segment with around 13,000 employees and offices in numerous countries. It has a container capacity of 11.9 million TEU, including one of the largest and most modern fleets of reefer containers. The company provides fast and reliable connections between ports worldwide. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals across Europe, Latin America, the US, India, and North Africa, with about 2,000 employees managing terminal activities and logistics services.

Responsibilities and Tasks

Play an important role in our digital transformation journey by building an innovative work environment to enhance customer experience through self-service features, automation, and increased visibility, enabling a proactive and value-adding service approach.

• Support the Product Owner of Import Customer Service: conceptualize and drive IT projects to improve effectiveness and efficiency, represent customer voice in an agile framework, translate needs into user stories, maintain and prioritize product backlog, connect with stakeholders, design training concepts, create training materials, and lead rollout of new tools.
• Develop and align proposals with stakeholders to optimize customer service processes, exceeding customer requirements and establishing market differentiation.
• Maintain close relations with Regional Customer Service Managers, Regional BSDs, GPX, IT, and other CEO departments.
• Make quick, balanced decisions regarding features.
• Ensure all deliverables reflect improved quality, efficiency, and potentially additional revenue streams for Hapag-Lloyd.

Requirements and Qualifications

To succeed in this role, you should:

• Have experience in Customer Service, GCC, or regional customer service, with demonstrated project work experience.
• Be capable of creating business concepts from scratch, preparing training and change management materials.
• Be excited about challenging the status quo and implementing innovative solutions.
• Be motivated to own projects, lead teams, and work independently to meet deadlines.
• Build strong relationships with internal stakeholders in business and IT.
• Possess an assertive personality capable of convincing stakeholders.
• Be comfortable presenting results and project updates to partners and stakeholders.
• Have excellent command of spoken and written English.

We Offer

• New, responsible tasks with opportunities to introduce personally supported solutions.
• Excellent development opportunities with training support.
• Competitive salary (13 salaries + vacation pay), social benefits, and a permanent contract.
• At least 28 days of vacation, flexible working hours, capital-forming benefits, pension plan.
• Company restaurant with daily changing high-quality dishes and coffee bar.
• Central Hamburg location with public transportation subsidy.
• Hybrid work model: 3 days at headquarters, 2 days remote.
• Health and sports programs (yoga, sailing, doctor visits) and bicycle leasing.

Contact Person

Dawid Bujalla, Manager Talent Acquisition & Employer Branding

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