Service Delivery Manager – East Africa Cluster

Location: Nairobi, Kenya
Job ID: 572014

About the Company

, led by Rodolphe Saadé, is a global leader in shipping and logistics, serving over 420 ports across five continents. Through its subsidiaries, including CEVA Logistics and CMA CGM Air Cargo, the Group delivers comprehensive sea, land, air, and logistics solutions.

The Group is committed to sustainable shipping and has set an ambitious target of achieving Net Zero Carbon by 2050. Through the CMA CGM Foundation, it also supports humanitarian efforts worldwide. Operating in more than 160 countries, with over 400 offices and 750 warehouses, CMA CGM employs over 155,000 people globally.

Role Overview

The Service Delivery Manager – East Africa Cluster is responsible for delivering high-quality customer service across all service delivery functions, including documentation, demurrage and detention (D&D) desks, and agency counters.

The role oversees service delivery operations across the East Africa Cluster (Kenya, Tanzania, Uganda, Rwanda, South Sudan, and Burundi) and reports to the East Africa Customer Care Manager. The position is based in Nairobi.

The Service Delivery Manager will lead continuous process improvement initiatives, drive automation of service delivery processes, and ensure shared service desks operate in line with agreed service level agreements (SLAs).

Key Responsibilities

1. Strategic Responsibilities

Team Leadership, Training & Development

• Lead and manage the Cluster Service Delivery Team to consistently meet customer expectations while fostering a positive and productive work environment.
• Ensure team members are adequately trained and possess the required competencies to deliver high-quality service.
• Provide coaching, mentoring, and performance feedback to enhance team capability and engagement.
• Promote collaboration across cluster service delivery teams.
• Ensure effective task coverage through workforce planning, skills assessment, SWOT analysis, and succession planning.

Technology & Innovation

• Drive effective utilization of existing group technology solutions to enhance customer interaction, reduce resolution times, and improve data-driven decision-making.
• Identify and lead automation of transactional service delivery processes in collaboration with IT and Quality/Process Management teams.
• Monitor emerging technologies and propose innovative solutions that add value to service delivery operations.

Shared Services Management

• Ensure shared service desks deliver services in line with agreed SLAs.
• Monitor performance, identify gaps, and escalate non-conformances to management for corrective action.
• Recommend and oversee implementation of continuous improvement initiatives.

Resource Allocation

• Optimize allocation of human and operational resources across the cluster to ensure efficient and effective service delivery.

Performance Management

• Identify key service delivery performance drivers and implement monitoring mechanisms.
• Analyze performance data to identify improvement opportunities and enhance overall service quality.

External Stakeholder Engagement

• Establish and maintain effective working relationships with external stakeholders, including customs authorities and related agencies, to improve service speed and quality.

2. Tactical Responsibilities

• Coordinate service delivery tasks across the cluster within available resources.
• Conduct regular cross-functional reviews with internal departments (GBS, Sales, Lines, Finance) to address risks and drive improvements.
• Manage escalated customer issues and guide teams in resolving complex cases while maintaining customer satisfaction.
• Anticipate and manage internal team conflicts, escalating matters appropriately when required.
• Track service delivery KPIs, conduct performance reviews, and implement performance improvement plans.
• Ensure effective incident and case management in line with service level commitments.
• Oversee the implementation and closure of all simplification and process optimization initiatives.

3. Operational Responsibilities

• Manage day-to-day service delivery operations to meet agreed KPIs.
• Ensure smooth workflow across all service delivery queues and desks, with no service gaps.
• Act as the focal point for escalated matters from agency service delivery supervisors.
• Coordinate with internal departments on issues impacting productivity and service quality.
• Ensure timely escalation of critical matters requiring management attention.
• Motivate and develop team members to consistently deliver high-quality service.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Supply Chain, Shipping, Engineering, Social Sciences, or a related field.
• Master’s degree in a business or management-related discipline is an added advantage.
• Minimum of five (5) years’ experience in shipping, logistics, or supply chain operations, preferably in back-office roles.
• Proven managerial and leadership experience, ideally within shipping or logistics environments.
• Strong background in process management and quality systems.
• Excellent written and spoken English proficiency.

Ideal Candidate Profile

• High integrity with strong ethical values.
• Excellent interpersonal and stakeholder management skills.
• Proven leadership and team-building capabilities.
• Strong change management and continuous improvement mindset.
• Solid understanding of operations, logistics, markets, and customer needs.
• Strong analytical and reporting skills (including data tools such as Qlik Sense).
• Commercially astute, proactive, and results-oriented.
• A decisive leader with a strong sense of urgency and accountability, capable of inspiring and motivating teams while driving operational excellence and customer satisfaction.