Service Delivery Manager - Kader A

작업 내용

Are you our new Service Delivery Manager?

At Lineas you can:

• Work in an open and flexible environment where you can be yourself


• Do things and put your ideas forward


• Contribute to a better environment

Who are we? We are Lineas, the largest private rail freight operator in Europe. We convince companies to shift the transport of their goods from road to rail. Because that’s much better for the climate and mobility. We make this Modal Shift a reality with the best train products and innovative services.

We, the FREIGHT FORCE, dedicate ourselves day after day to the freight transport of our customers. And to really make a difference!

What is the Customer care department

The objective of the Customer Care organization is to interact with customers in order to facilitate them doing business with Lineas - e.g. by translating contracts into bookings, answering questions, resolving support issues and by nurturing relationships. Customer Care owns and develops the Customer Portal as the central internal and external platform to provide (self-) service in an automated, digital way as much as possible. Next to this, Customer Care is responsible to create a lock-in and loyalty effect by providing state-of-the-art service recovery solutions in case of irregularities and by implementing a voice-of-the-customer program incl. feed-back loops into the organization.

What are your duties?Leading your team

• Inspire with your positive attitude and make sure that the agreed team tasks are timely and well performed


• Be available outside business hours to assist if needed at critical events


• Focus on stable processes and continuous improvement to serve our customers on a day to day basis


• Lead the team based on KPIs


• You provide the helicopter view, and when necessary, you deep dive into a topic/customer

Coaching your team :

• People management is your second name!


• You’re a strong communicator and see what works best for each team member


• See with an open mind how you can adapt processes to heighten team performance


• Strengthen daily awareness of customer centricity and how to make the difference in what we do as service provider

Developing your team performance :

• Share common work experiences or best practices of each member to upgrade your team (in team and/or 121)


• Identify what skills are to be further developed so that you can plan your human resources


• Look out for ways to improve automization and digitalization to make more time for proactive checks and feedback to the internal stakeholders and external Customers

What is your profile? Client Centricity:

• At Lineas we listen and respond to our customer’s needs. Therefore the Client desk officer must have a strong sense of empathy for the plight of a customer and the ability to work well under pressure.


• Enjoys working with people. In some cases, when a customer contacts the service desk, they are already in a bad mood or upset about a problem. The Client desk officer should have the ability to defuse potential problem situations and smooth out any ruffled feathers.

Stress Resistance:

• To be able to multitask and deal with issues in a composed and structured way


• To be able to continue communicating professionally in stressful situations

Respect of work ethics:

• Everyone and every customer is different. @ Lineas we value Openness to Feedback and Polite Assertiveness. One should be able to address problems calmly and forthrightly and not shy away from difficult or awkward conversations.


• Decency: Be able to behave or handle disagreements civilly, give others the benefit of the doubt, respect opinions that differ from your own and act with genuine care for other people


• Integrity: speaking up if you make a mistake that reflects poorly on you (rather than trying to soften or hide it), doing what you say you’re going to do, acknowledging when new information shows you were wrong and not being afraid to say “I don’t know.”


• Willingness to work, loyal, take initiative and ownership, be on time

Lineas stands for diversity. We believe that skills and talent are unrelated to gender, ethnicity, age, social background, sexual orientation, philosophical or religious beliefs, ...

What do we have to offer you? With us you will have the opportunity to develop your career in a fast growing and international company.

• You will be part of a team of passionate colleagues who will make the Modal Shift a reality.


• You will receive an attractive salary with attractive fringe benefits.


• We give you a personal training and all the coaching you need to get started.


• Afterwards, you will be given every opportunity to further develop your talents.


• You are allowed to work autonomously and independent of time - even from home or on location when it suits you best.


• You will end up in a young and energetic company. Things are moving fast here and a lot is always changing. That opens up permanent perspectives for your career.