Head of Service Delivery

We empower our people to stay resilient and relevant in a constantly changing world. We’re looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you’d make a great addition to our vibrant international team.

The Service Delivery Head of Indonesia leads the country's Customer Service (CS) Delivery team, driving the Digital Services transformation for Industry services. This role acts as the key liaison between the local CS Organization and CS SD ASEAN, aligning and developing new capabilities to support customers and service delivery. This position is crucial in enhancing CS productivity targets and ensuring high-quality service delivery to our customers.

You’ll make an impact by:

• Leadership and Ownership: Oversee service lines within the Service Delivery team, ensuring service execution aligns with Product Lifecycle Management (PLM) and Customer Relationship Management (CRM) systems.
• Process Improvement: Implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
• Customer-Centric Innovation: Translate customer feedback into new capabilities that shift interactions towards Digital Services.
• Stakeholder Communication: Communicate effectively with stakeholders regarding workforce planning and partner activities.
• Cost and Productivity Management: Manage associated costs, utilization, and productivity within the Service Delivery team.
• Collaboration with HQ: Work closely with CS SD ASEAN on new portfolio rollouts and share best practices.

Goals:

• Customer Satisfaction: Maintain high levels of customer satisfaction and confidence.
• Quality: Develop digitalized delivery processes and cultivate skilled experts to drive digital service operations.
• Cost Efficiency: Achieve CS productivity and utilization targets, ensuring KPIs and customer satisfaction are met.
• Service Excellence: Lead and oversee service delivery across Indonesia, ensuring high standards of quality and efficiency.
• Team Empowerment: Build and mentor a team of service engineers, managers, and technical specialists.
• Service Growth and Innovation: Identify opportunities for service expansion and new business offerings.
• Operational Excellence: Ensure efficient execution of service contracts and maintenance projects.
• Customer Relationship Management: Maintain strong relationships with key customers in Indonesia.
• Cross-Functional Collaboration: Partner with Sales, Project Management, Engineering, and other departments to ensure seamless service delivery.
• Performance Management: Monitor and analyze key service metrics and KPIs in Indonesia.
• Risk & Issue Management: Identify and mitigate risks associated with service delivery.

Your defining qualities:

• Educational Background: A degree in Electrical Engineering, Mechanical Engineering, or a related field.
• Leadership Expertise: Experience in a senior leadership role within service delivery, ideally in an engineering or technical environment.
• Industry Knowledge: Knowledge of Siemens products and services, particularly in automation, PLC, and DCS systems.
• Experience Matters: At least 10+ years in service delivery, with experience in managing teams and operations.
• Customer-Centric Leadership: Ability to understand and address customer needs.
• Problem-Solving & Decision-Making: Strong problem-solving skills and decision-making capabilities.
• Excellent Communication Skills: Proficient in communicating with stakeholders at all levels.

Transform The Everyday with Us!

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and transform the everyday with us.