Delivery Excellence Lead

4 days ago


Jakarta, Jakarta, Indonesia PT Siemens Indonesia Full time

Serve as a leader and expert in delivering exceptional service experiences for our customers. At PT Siemens Indonesia, we strive to create a work environment that fosters innovation, growth, and collaboration.

The Delivery Excellence Lead is responsible for driving Digital Services transformation for Industry services in Indonesia, focusing on Customer Service (CS) Delivery team excellence. This role acts as a key liaison between the local CS Organization and CS SD ASEAN, aligning and developing new capabilities to support customers and service delivery.

Main Objectives:
  • Drive leadership and ownership in service lines within the Service Delivery team, ensuring alignment with PLM and CRM systems.
  • Implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
  • Translate customer feedback into new capabilities that shift interactions towards Digital Services, fostering a culture of innovation.
  • Communicate effectively with stakeholders regarding workforce planning and partner activities.
  • Manage associated costs, utilization, and productivity within the Service Delivery team, ensuring cost efficiency and productivity targets are met.
  • Collaborate with CS SD ASEAN on new portfolio rollouts and share best practices to drive excellence in service delivery.
Key Metrics:
  1. Customer Satisfaction: Achieve high levels of customer satisfaction and confidence.
  2. Quality: Develop digitalized delivery processes and cultivate skilled experts to drive digital service operations.
  3. Cost Efficiency: Meet CS productivity and utilization targets, ensuring KPIs and customer satisfaction are met.
  4. Service Excellence: Lead and oversee service delivery across Indonesia, ensuring high standards of quality and efficiency.
  5. Team Empowerment: Build and mentor a team of service engineers, managers, and technical specialists.
  6. Service Growth and Innovation: Identify opportunities for service expansion and new business offerings.
  7. Operational Excellence: Ensure efficient execution of service contracts and maintenance projects.
  8. Customer Relationship Management: Maintain strong relationships with key customers in Indonesia.
  9. Cross-Functional Collaboration: Partner with Sales, Project Management, Engineering, and other departments to ensure seamless service delivery.
  10. Performance Management: Monitor and analyze key service metrics and KPIs in Indonesia.
  11. Risk & Issue Management: Identify and mitigate risks associated with service delivery.

We are committed to creating a workplace that values diversity and promotes equal opportunities.



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