European Service Delivery Lead - CX & AI Transformation

A.P. Moller - Maersk; Rotterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Maersk seeks a Service Delivery Manager to lead service delivery across Europe, focusing on customer advocacy, operational excellence, and digital transformation.

You will build strong relationships with key accounts, drive escalations to resolution, and collaborate with commercial, product, operations and technology teams to improve customer experience and service performance. The role emphasizes AI, automation, and scalable processes.

Qualifications

• Experience leading Service Delivery across multiple markets in Europe.
• Proven track record in ecommerce environments and customer growth.
• Strong ability to drive improvements using AI, automation and self-service.
• Excellent analytical and stakeholder management skills.

Responsibilities

• Act as the primary advocate for customers across Europe.
• Lead escalations and service recovery with cross-functional teams.
• Partner with commercial, product, operations, and technology teams to improve CX and service performance.
• Drive retention, revenue protection, and account expansion initiatives.
• Scale the Service Delivery model to support growing business needs.
• Use data/insights to identify trends and measure performance.

Skills

Leadership experience

E-commerce expertise

Commercial mindset

Operational excellence

AI & automation

Data-driven decisions

Stakeholder management

Cross-functional collaboration

Job description

Maersk seeks a Service Delivery Manager to lead service delivery across Europe, focusing on customer advocacy, operational excellence, and digital transformation.

You will build strong relationships with key accounts, drive escalations to resolution, and collaborate with commercial, product, operations and technology teams to improve customer experience and service performance. The role emphasizes AI, automation, and scalable processes.