Service Delivery Director

5 days ago


Jakarta, Jakarta, Indonesia PT Siemens Indonesia Full time

We empower our people to stay resilient and relevant in a constantly changing world. Our organization values innovation, growth, and learning.

The Service Delivery Director leads the country's Customer Service (CS) Delivery team, driving Digital Services transformation for Industry services. 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.

You'll make an impact by:
  1. Leadership and Ownership: Oversee service lines within the Service Delivery team, ensuring service execution aligns with Product Lifecycle Management (PLM) and Customer Relationship Management (CRM) systems.
  2. Process Improvement: Implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
  3. Customer-Centric Innovation: Translate customer feedback into new capabilities that shift interactions towards Digital Services.
  4. Stakeholder Communication: Communicate effectively with stakeholders regarding workforce planning and partner activities.
  5. Cost and Productivity Management: Manage associated costs, utilization, and productivity within the Service Delivery team.
  6. Collaboration with HQ: Work closely with CS SD ASEAN on new portfolio rollouts and share best practices.
Key Goals:
  1. Customer Satisfaction: Maintain 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: Achieve 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 value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society.



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