Service Delivery Excellence Leader

We are seeking an exceptional Service Delivery Excellence Leader to join our team. This role will lead the region's Customer Service (CS) delivery team, driving the Digital Services transformation for Industry services.

This position acts as the key liaison between the local CS organization and CS HQ, aligning and developing new capabilities to support customers and service delivery. It is crucial in enhancing CS productivity targets and ensuring high-quality service delivery to our customers.

• Leadership: Take full ownership of all service lines within the Service Delivery team, ensuring service execution aligns with Product Lifecycle Management (PLM) and Customer Relationship Management (CRM) systems.
• Process Improvement: Implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
• Operational Excellence: Ensure efficient execution of service contracts and maintenance projects, overseeing commissioning, troubleshooting, and system integration to ensure flawless service delivery.
• Customer-Centric Innovation: Internalize and translate customer feedback into new capabilities that shift interactions towards Digital Services. Cultivate and maintain strong, long-term relationships with key customers across the ASEAN region, proactively addressing potential issues to ensure continued satisfaction and loyalty.
• Stakeholder Communication: Communicate effectively with all stakeholders regarding workforce planning and partner footprint activities.
• Strategic Partnership: Collaborate with customer service strategies to drive profitable growth and customer satisfaction, owning the execution within service delivery.
• Cost and Productivity Management: Manage associated costs, utilization, and productivity within the Service Delivery team.
• Collaboration with HQ and stakeholders: Work closely with CS SD HQ on new portfolio rollouts (delivery readiness) and share best practices, fostering a global Delivery community. Partner with Sales, Project Management, Engineering, and other departments to ensure seamless project execution and service delivery, aligning customer expectations with organizational capabilities.
• Regional Performance Management: Monitor and analyze key service metrics and KPIs across ASEAN, providing strategic insights and recommendations to improve operational performance and service quality.

• Educational Background: A degree in Electrical Engineering, Mechanical Engineering, or a related field, with a strong technical foundation to effectively lead engineering and service teams.
• Leadership Expertise: Extensive experience in a senior leadership role within service delivery, ideally in an engineering or technical environment, with a focus on managing teams across multiple countries or regions.
• Industry Knowledge: In-depth knowledge of industry products and services, particularly in automation, PLC, and DCS systems, with the ability to manage and optimize service delivery within a complex product portfolio.
• Experience Matters: A proven track record of at least 10+ years in service delivery, with significant experience in managing large teams, cross-functional projects, and regional operations.
• Global Perspective: Experience operating within multicultural, international environments, ideally in the ASEAN region, with an understanding of regional service challenges and opportunities.
• Customer-Centric Leadership: Strong ability to understand and address customer needs, with a strategic focus on service innovation and long-term customer relationships.
• Problem-Solving & Decision-Making: Exceptional problem-solving skills, with the capability to navigate complex technical and operational challenges and make high-stakes decisions under pressure.
• Excellent Communication Skills: Proficient in communicating with stakeholders at all levels, with the ability to effectively negotiate, influence, and manage expectations within a regional or multinational framework.

• Flexible working models that allow for time off for yourself and your family
• An attractive remuneration package
• Development opportunities for personal and professional growth
• Colleagues who are thoughtful, encouraging, hardworking, and driven
• An open-minded culture with an ecosystem of a large company

We will give you the latest knowledge and independence for autonomous action and decision-making, helping you become a trusted partner in customer relationships.

• Candidate screening
• Talk with our recruiter to get to know your motivation and experience
• 1-3 Business interviews

We are an equal opportunity employer and value diversity at our company.