European Service Delivery Lead — E‑Commerce & AI

APM Terminals; Rotterdam; On-site; EUR 90,000 - 120,000; Full time

Job summary

Maersk is seeking a Service Delivery Manager to lead European customer operations, advocate for clients, and drive ex­cellent service across regions. You will partner with commercial, product, and operations teams to shape a scalable, AI-enabled delivery model that protects revenue and accelerates growth.

You will build strong relationships with strategic customers, own escalation management, and champion digital journeys, self-service tools, and data-driven improvements to exceed CSAT and NPS

Qualifications

• Experience leading Service Delivery or Customer Operations.
• Strong e-commerce background and customer focus.
• Commercial mindset with a track record of retention and growth.
• Experience driving productivity, improvements, and service transformations.
• Proven use of AI, automation and digital tools to boost outcomes.
• Excellent analytical, data-driven decision making and cross-functional collaboration.
• Willingness to be onsite 5 days a week in Rotterdam or Almere.

Responsibilities

• Act as the primary advocate for customers across Europe.
• Build and maintain relationships with strategic customers to understand goals and growth plans.
• Lead critical customer escalations and drive timely resolutions.
• Partner with commercial, product, operations and technology teams to improve experience and performance.
• Drive customer retention and revenue protection initiatives.
• Identify opportunities to support account expansion and long-term growth.
• Lead productivity, scalability, and cost-to-serve improvements.
• Reduce WISMO demand through proactive communication and self-service tools.
• Champion AI, automation and digital solutions to improve outcomes.
• Develop a scalable Service Delivery model to support growth across Europe.
• Use data to identify trends, measure performance, and drive continuous improvement.

Skills

Leadership

E-commerce

Commercial mindset

Operational excellence

AI & automation

Analytical thinking

Stakeholder management

Job description

Maersk is seeking a Service Delivery Manager to lead European customer operations, advocate for clients, and drive ex­cellent service across regions. You will partner with commercial, product, and operations teams to shape a scalable, AI-enabled delivery model that protects revenue and accelerates growth.

You will build strong relationships with strategic customers, own escalation management, and champion digital journeys, self-service tools, and data-driven improvements to exceed CSAT and NPS