Service Delivery Lead - Counter Documentation

PT Container Maritime Activities; Jakarta Selatan; On-site; IDR 350,000,000 - 550,000,000; Full time

Job summary

CMA CGM Group in Jakarta is seeking a Service Delivery Team Leader to manage incident resolution and team performance, ensuring service levels are met across the organization. You will coordinate with GBS, Sales, Lines, and Finance to drive improvements and timely resolutions.

The role requires 5+ years in shipping and service delivery, with 2–4 years of supervisory experience, and a strong focus on customer experience and process efficiency.

Qualifications

• Minimum 5 years of shipping industry knowledge is required.
• At least 5+ years in a Service Delivery team environment.
• 2–4 years of managerial/supervisory experience expected.
• Demonstrated management capabilities and leadership.
• Commitment to delivering excellent customer experience.
• Ability to prioritize work and manage time efficiently.
• Analytical and reporting aptitude with data tools, including Qliksense.

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

Skills

Shipping Industry knowledge

Service Delivery experience

Management experience

Management skills

Customer Experience

Time management

Analytics

Tools

Qliksense

Job description

CMA CGM Group in Jakarta is seeking a Service Delivery Team Leader to manage incident resolution and team performance, ensuring service levels are met across the organization. You will coordinate with GBS, Sales, Lines, and Finance to drive improvements and timely resolutions.

The role requires 5+ years in shipping and service delivery, with 2–4 years of supervisory experience, and a strong focus on customer experience and process efficiency.