Service Delivery Manager

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

About Maersk E-Commerce

At Maersk, we are on a journey to become the global integrator of container logistics, delivering end-to-end supply chain solutions that connect businesses with opportunities around the world. By integrating ocean, air, land transportation, warehousing, fulfilment, and digital services, we help customers navigate an increasingly complex supply chain landscape.

Within Maersk E-Commerce, we support some of the world's fastest-growing brands with scalable fulfilment, delivery, returns, and customer experience solutions, enabling merchants to grow seamlessly across European and global markets.

The Opportunity

We are looking for a customer-centric and commercially minded Service Delivery Manager to lead Service Delivery across Europe. This is a strategic leadership role that combines customer advocacy, operational excellence, commercial ownership, and transformation. You will act as the voice of the customer, building strong relationships with key accounts, leading complex escalations, and influencing cross-functional stakeholders to ensure customer needs are translated into meaningful actions and measurable business outcomes. You will play a critical role in driving customer retention, protecting revenue, and identifying opportunities to enable account growth across our European customer portfolio. At the same time, you will be responsible for continuously improving and scaling our Service Delivery operation through automation, AI, self-service capabilities, and process optimisation. This role is ideal for someone who is passionate about creating exceptional customer experiences while building the operating model of the future.

Key Responsibilities

• Act as the primary advocate for customers across the European business.
• Build and maintain strong relationships with strategic customers, ensuring a deep understanding of their goals, challenges, and growth plans.
• Lead critical customer escalations and service recovery activities, driving timely and effective resolution.
• Partner with commercial, product, operations, and technology teams to improve the customer experience and service performance.
• Drive customer retention and revenue protection initiatives.
• Identify opportunities to support account expansion and long-term customer growth.
• Lead operational excellence initiatives focused on productivity, scalability, and cost-to-serve improvements.
• Reduce WISMO ("Where Is My Order?") demand through proactive communication, self-service tools, and digital customer journeys.
• Champion the adoption of AI, automation, and digital solutions to improve customer and operational outcomes.
• Develop a scalable Service Delivery model capable of supporting continued business growth across Europe.
• Use data and insights to identify trends, measure performance, and drive continuous improvement.

What We're Looking For

• Leadership experience within Service Delivery, Customer Operations, Customer Success, or a similar customer-facing function.
• Strong experience within an e-commerce environment.
• A commercial mindset with a track record of improving customer retention and supporting account growth.
• Experience driving operational excellence, productivity improvements, and service transformation programmes.
• Demonstrated success leveraging AI, automation, and digital capabilities to enhance customer experiences and operational efficiency.
• Strong analytical and data-driven decision-making skills.
• Excellent stakeholder management and influencing capabilities.
• A naturally curious mindset with a passion for continuous improvement and scaling operations.
• 5 days a week onsite presence in either Rotterdam or Almere.

Success in this Role Will Be Measured By

• Customer retention and revenue retention.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Account growth enablement and expansion opportunities.
• Strategic customer relationship management.
• Escalation management and service recovery effectiveness.
• Service Delivery performance and operational excellence.
• Reduction in WISMO demand.
• Improvements in productivity and efficiency metrics.
• Adoption of self-service, automation, AI, and digital interaction channels.
• Cost-to-serve reduction and operational scalability.

Why Maersk?

This is not a traditional Customer Service Manager role. We are looking for a leader who can combine customer advocacy with commercial thinking, operational excellence, and digital transformation. If you understand the complexities of e-commerce customer journeys and are excited by the opportunity to leverage AI, automation, and innovation to create world-class customer experiences, we'd love to hear from you.

Join us and help shape the future of service delivery for one of the world's leading integrated logistics and e-commerce businesses.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.