Manager (m/f/d) Service Delivery - limited until 31.12.2026

Responsibilities And Tasks

Play an important role in our digital transformation journey: Build a new and innovative work environment for improved customer experience by self-service features, automated process, increased visibility for a more proactive and value adding service approach.

• Support the Product Owner of Import Customer Service process

• Conceptualize and drive the development of IT projects to improve Customer Service effectiveness and efficiency.
• Represent the voice of the customer in an agile framework, translate user needs into user stories.
• Be accountable to maintain product backlog and prioritize user stories based on importance and dependencies for implementation.
• Connect and align internal and external members.
• Take responsibility to design appropriate training concepts, create training material and train the organization.
• Plan and execute the rollout of new tools in the organization.
• Develop and align proposals with stakeholders to optimize and harmonize CS processes to accommodate and outperform customer requirements and establish a market differentiator.
• Maintain close relations with the Regional Customer Service Managers, Regional BSDs, GPX, IT and with the other CEO departments.
• Take quick (deliberate and balanced) decisions with regards to the features aligned.
• Ensure that all deliverables reflect improved quality for our customers as well as more efficient processes and/or extra revenue streams for Hapag-Lloyd.

Requirements and Qualifications

To be successful in this role, you should

• Have experience in an Area, GCC, Regional Customer Service and demonstrate experience in project work.
• Be able to create a business concept from scratch, prepare content for training and change management material.
• Be excited about challenging the status quo, coming up with creative and innovative solutions and implementing them.
• Be motivated to take over ownership in a dynamic project environment, lead working groups and work independently on our project deliverables to deliver them within the committed timeline.
• Be able to build strong relationships with internal stakeholders in the business- and IT teams.
• Have an assertive personality and be able to convince relevant stakeholders in the organization.
• Feel comfortable presenting results and project status updates to involved partners and stakeholders.
• Have excellent command of spoken and written English.
• We Offer
• Constantly new, responsible tasks, the opportunity to introduce solutions that you are personally convinced of.
• Excellent opportunities for further development, supported by a wide range of training and development opportunities.
• Competitive remuneration (13 salaries + vacation pay) and social benefits, as well as a permanent employment contract.
• At least 28 days of vacation, flextime, capital-forming benefits, company pension plan.
• Company restaurant with daily changing, high-quality dishes to choose from as well as coffee bar.
• Central location between the main train station and Jungfernstieg as well as subsidy for public transportation.
• Hybrid work model: 3 weekdays at our headquarters in the heart of Hamburg and 2 weekdays mobile work.
• Health and company sports programs (e. g. yoga, sailing, company doctor, etc.) as well as bicycle leasing.
• #J-18808-Ljbffr