Head of Service Delivery Management

With over 100,000 employees across 130 countries A.P. Moller - Maersk is a global leader in logistics services and can offer you the opportunity to grow and evolve in a truly diverse workplace. A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customers’ supply chains. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

Shape the future of customer experience at Maersk!
Step into a role where you lead high‑performing teams, elevate customer outcomes, and strengthen how we listen to our customers across North America. You’ll drive excellence in every interaction—reducing escalations, improving service health, and ensuring that the voice of the customer truly guides how we grow.

What we offer

To work at Maersk is to work with the world. You’ll learn from – and collaborate with – skilled professionals who literally move the world, every day. With a supportive environment to develop your skills, you’ll gain access to world-class learning programmes to accelerate your career goals. And you’ll find yourself welcome in our diverse and inclusive culture, where you are valued for who you are and rewarded for what you bring. For this and many other of our roles, we can offer the flexibility of hybrid working, alongside industry leading benefits.

What you’ll be doing:

• Lead team of customer experience professionals to ensure customer satisfaction, proactively resolve issues and eliminate churn
• Lead major escalations with defined communication protocols
• Score customer health and drive actions for high-risk accounts
• Govern NR/claims reduction program and ensure cross-functional closure
• Maintain customer VOC pipeline and feed into Ops / Product roadmap
• Ensure new customers/processes are operationally ready (handover from GE)

What you'll be accountable for:

• Customer health scoring (revenue-weighted)
• Retention risk identification
• Executive QBR governance
• NR & Claims reduction program
• Escalation governance framework
• Voice-of-customer integration into Ops & Product

To succeed in this role, you will offer these competencies:

• Escalation leadership & incident command
• Customer health analytics
• Cross-functional influence without authority
• Strong communication under pressure

If you're ready to dive in, take on a big challenge, and make a visible impact from day one, let’s connect. We can’t wait to see the energy, ideas, and ambition you’ll bring to the team!

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com.