IT Service Manager

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS. Would you like to become part of the worlds most international company in the world? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet. Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist! JOB PURPOSE: The IT Service Manager is responsible for overseeing the IT service management operations within the country’s IT department. The IT Service Manager also manages the delivery of IT services to customers and internal stakeholders, ensuring that they meet the agreed service level agreements (SLAs) and quality standards.

PRINCIPAL ACCOUNTABILITIES:

• Plan, organize, control and evaluate IT service management operations.
• Execute IT service management projects in line with the organizational IT goals.
• Contract negotiation, problem escalation, etc.
• Ensure SLAs are being met and monitor the performance and availability of IT services.
• Design support processes that foster service improvement and customer satisfaction.
• Manage costs related to the service and ensure financial health.
• Handle any incidents, problems or changes related to IT services and ensure timely resolution.
• Ensure compliance with information security, risk management and quality standards.
• Work with the Regional Service Management Board to ensure user processes are agreed and maintained within all key business domains.
• Define and agree with the country business their IT service requirements; measure, monitor and review with the business their ongoing satisfaction with the delivery of those services.
• Establish and maintain a working relationship with the key representatives of the users of IT services and ensure that the IT services meet user’s needs.
• Manage the IT performance expectations of the business, explaining the cost of providing IT solutions to their issues and support the business to make the service versus cost trade-offs.

NATURE & SCOPE

The IT Service Manager reports to the Head of IT and works closely with other IT managers, service owners, cloud vendor managers, vendors, customers and internal stakeholders. The IT Service Manager leads a team of IT professionals who provide various IT services such as infrastructure, applications, security, data and support. The IT Service Manager also oversees the implementation of new projects and initiatives that align with the business objectives and strategy of DHL Express. The IT Service Manager works in a fast-paced and dynamic environment that requires strong leadership, communication, interpersonal and problem-solving skills.

Skills/Qualifications:

• Bachelor’s degree in Electronics Engineering, Computer Engineering, Computer Science, Information Systems or related field
• At least 5 years of experience in IT Service Management or related roles
• Knowledge of ITSM frameworks and best practices such as ITIL, COBIT or ISO 20000
• Experience in managing IT services in a global logistics company or similar industry.
• Strong leadership, communication, interpersonal and problem-solving skills
• Ability to work in a fast-paced and dynamic environment.
• Customer-oriented and results-driven mindset

DIMENSIONS:

• Service Portfolio: Oversight of a diverse portfolio of IT services, including infrastructure, applications, security, data management, and support services.
• Customer Base: Management of IT services for many internal stakeholders across various business domains within DHL Express.
• Operational Budget: Control and management of the IT service management operations budget, which includes project funding, service costs, and vendor contracts. The budget responsibility can range significantly but is often in the order of several million dollars annually.
• Project Scope: Execution of multiple IT service management projects simultaneously, aligning with organizational IT goals and business strategy.
• SLA Management: Ensuring that all IT services are delivered according to the agreed service level agreements (SLAs) with the ability to monitor and review performance regularly.
• Vendor Relations: Engaging in contract negotiations and managing relationships with multiple vendors and service providers to ensure service commitments are met.
• Compliance and Standards: Ensuring that all IT operations comply with DHL’s global standards as well as external information security and risk management regulations.
• These dimensions reflect the breadth and scope of responsibilities that an IT Service Manager would typically handle within DHL Express. The role requires a balance between strategic planning and operational excellence to support the company’s dynamic needs.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES

• Bachelors degree in Information Technology or a related field
• 1+ years of experience in IT customer support
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Ability to manage multiple projects and priorities simultaneously
• The role is customer-facing and requires a strong customer service orientation. The ideal candidate will have a good working knowledge of IT customer support and experience in supporting XML, Java, J2EE, Web based application, and Database platform.

OUR OFFER:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!