Service Delivery Manager

2 weeks ago

Thāne, Maharashtra, India CMA CGM Full time ₹ 1,04,000 - ₹ 1,30,878 per year

THE TEAM

Customer Care is specialized in the various services viz. Bookings, Documentations (Exports and Imports), Freighting and Invoicing, Cargo Readiness, HO Docs, DDSM and Customs Filing. The team needs resources to be agile, flexible and quickly adaptable. As Customer starts engaging for the various activities from the Bookings up to delivery of their containerized cargo from origin to destination - this team takes care providing end-to-end solutions in the customer journey for CMA CGM Group.

REPORTING STRUCTURE

Direct Line: Associate Director/Director – Customer Care

Direct Team (Hierarchical): Yes

Functional Team: Customer Care

Location: GBSI (Mumbai)

PURPOSE

Lead a bigger team, plan, co-ordinate and control the activities of the various domains of Customer Care team to maintain and enhance customer relationships and meet organizational and operational objectives along with mentoring leaders and team members.

KEY RESPONSIBILITIES

  • Responsibility of managing all the domains of Customer Care (i.e. Bookings, Export & Import Docs & FAI) for the assigned areas.
  • Plans, allocates and controls processes and resources to ensure quality deliverables within prescribed timelines and functional budgets.
  • Ensure that structure, staffing and processes are aligned with the Company's Quality objectives and goals.
  • Collates and reports standard operational and quality metrics to the Management. Takes action on an ongoing basis to identify deviations from standards and initiates actions to address the same.
  • To ensure quality delivery in line with Service level agreements made to customers & drive performance and monitor KPIs.
  • Works collaboratively with the offsite locations & Regional offices to anticipate and understand customer expectations and satisfaction levels and translate that knowledge into process improvements/changes in order to improve effectiveness.
  • Constantly take measures in improving the knowledge/ skill base of the team.
  • Ensure adherence to ISO Objectives and Standards across the organization.
  • Collaborate with senior leadership on strategic initiatives.
  • Drive automation ideas / culture for this team along with executing small automation ideas for a better result in the form of Improved SLA, Quality and better customer experience.
  • Constantly engaging team to be part of BCP testing.

IDEAL PROFILE

  • Graduate/Postgraduate, preferably in Business Administration
  • Relevant experience of minimum 6-8 years including exposure to the Shipping Industry with extensive knowledge of functional areas of Sales/Pricing/Customer Service & Operations. Must have lead teams.
  • Ability to display effective communication skills with relevant stakeholders at all levels to explain complex issues and proposed solutions.
  • Strong leadership and team management
  • Ability to handle operational escalations effectively
  • Knowledge of end-to-end Container Shipping Process & World geography
  • Container Shipping related terminologies & International rules, regulations & restrictions
  • Knowledge of NVOCC, Ocean Freight Forwarding Background
  • Good in Articulation of thoughts and ideas
  • Problem solving and analytical skills
  • Exposure to the latest/emerging technologies
  • Understanding of ISO/ISMS/BCMS & Quality related functions as a part of the support activities to ensure operational excellence.

  • Senior IT Service Delivery Manager

    2 weeks ago

    Thāne, Maharashtra, India beBeeOperational Full time ₹ 18,00,000 - ₹ 24,00,000

    Job OverviewThe ideal candidate will oversee and enhance IT service operations, ensuring the delivery of high-quality IT support aligned with business goals.About the RoleLead the daily operational activities to deliver timely and effective resolution of incidents and service requests.Implement ITIL processes such as Incident Management, Problem Management,...

  • Service Delivery Manager

    1 week ago

    Thāne, Maharashtra, India CMA CGM Full time

    THE TEAMCustomer Care is specialized in the various services viz. Bookings, Documentations (Exports and Imports), Freighting and Invoicing, Cargo Readiness, HO Docs, DDSM and Customs Filing. The team needs resources to be agile, flexible and quickly adaptable. As Customer starts engaging for the various activities from the Bookings up to delivery of their...

  • Delivery manager service

    1 week ago

    Thāne, Maharashtra, India SimplyFI Innovations PTE Ltd Full time

    Job Title: Delivery Manager Location: Employment Type: Full-Time Experience: 5–10 Years Immediate Joiners Preferred Candidates with Banking/FinTech Experience SimplyFI is a leading AI and Blockchain-powered product company specializing in automating and transforming trade finance and banking operations. We partner with global banks and financial...

  • IT Service Delivery Director

    2 weeks ago

    Thāne, Maharashtra, India beBeeProjectManager Full time US$ 8,00,000 - US$ 10,00,000

    Project Manager & IT Service Delivery ExpertThis is a high-profile role that requires strong leadership skills to lead cross-functional teams in delivering large-scale projects. The ideal candidate should have extensive experience in project management, service delivery, and team management. He or she should be able to develop effective strategies for...

  • Expert Service Delivery Leader

    2 weeks ago

    Thāne, Maharashtra, India beBeeDelivery Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Job Title: Service Delivery ManagerWe are seeking a seasoned Service Delivery Manager to lead the establishment and execution of our service delivery system from scratch.About the Role:This is a unique opportunity for an experienced professional to take ownership of designing, implementing, and managing the end-to-end service delivery framework.The...

  • Expert Java Service Delivery Manager

    2 weeks ago

    Thāne, Maharashtra, India beBeeDelivery Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Enterprise Java Delivery LeaderWe are seeking an accomplished service delivery leader to oversee high-performance, enterprise-scale Java-based projects and drive successful project outcomes.As a seasoned expert in Java technologies and Agile team management, you will lead end-to-end delivery of Java projects, manage distributed Agile teams, and drive client...

  • IT Service Delivery Expert

    2 weeks ago

    Thāne, Maharashtra, India beBeeService Full time ₹ 14,35,299 - ₹ 20,97,151

    Job Title: IT Service Management ProfessionalWe are seeking a seasoned IT Service Management professional with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.This role oversees ITSM practices, trains, mentors, and develops fresh graduates entering the IT services field, ensuring they possess the...

  • Senior IT Service Delivery Specialist

    1 week ago

    Thāne, Maharashtra, India beBeeITServiceDelivery Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

    Job Summary:We are seeking an experienced IT Service Delivery Manager to oversee and optimize the delivery of IT services in a highly regulated pharmaceutical environment.This role is pivotal in ensuring IT services align with business needs, comply with GxP (Good Practice) regulations, and support the organization's mission to deliver high-quality...

  • Service Delivery Professional

    2 weeks ago

    Thāne, Maharashtra, India beBeeService Full time ₹ 8,00,000 - ₹ 10,00,000

    We are seeking a highly skilled professional to fill the role of Service Manager. As a key member of our team, you will be responsible for leading and managing a team of service engineers to ensure timely resolution of customer complaints and service requests.Key Responsibilities:Manage and lead a team of service engineers to deliver high-quality...

  • IT Service Delivery Specialist

    2 weeks ago

    Thāne, Maharashtra, India beBeeConsultant Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

    Key Job Responsibilities:IT Service Management SpecialistWe are looking for a skilled IT service management specialist to lead our IT service delivery initiatives. The ideal candidate will have hands-on experience with ITSM ServiceNow and be able to design, develop, and implement ServiceNow solutions.Design and Development: Develop and configure ServiceNow...