Program Delivery Support

at  DHL

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

MINIMUM REQUIREMENTS

Education & experience

• Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
• Analyzes and resolves complex cross-functional issues.
• Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
• Relevant Degree or National Diploma (Advantageous)
• 1 + years Project Management Experience
• 3 + Experience in managing an internal or externally operated production systems environment
• 3+ years’ Experience in IS requirement, development, testing, deployment and support cycles with a recognized methodology
• Excellent oral and written communication skills (English)
• Scripting, software development and Power Platform skills essential (Java, Python, SQL, Power BI and similar skills)
• Server and Database architecture beneficial

• Ensures solutions to tickets address the full issue.
• Ensure accurate completion and data input in tickets handled, providing critical review data e.g. root cause, impact etc.
• Ensures solutions deployed are complete and add benefit to the business
• Timely and effective execution of IT projects within Program Delivery/ Legacy Local systems scope as defined by management.
• Coordination of activities aligned to vendors, business to ensure full visibility and timeous completion of project deliverables.
• Focus on developing and ensuring highest level of data quality and system performance.
• Is required to address queries in a timely manner understanding the impact across various aspects of the business and to the customer.
• Is required to communicate professionally, effectively and within a reasonable time frame appropriate to urgency of situation.
• Is expected to escalate issues that require additional management or cross-departmental support
• Is expected to communicate any reported impact to the business to ensure all parties are aware of status and impact of IT related outages within functional area.
• Is required to use critical thinking to identify gaps and risks in deployed systems to ensure sustainability and delivering productive and secure solutions to the business.
• Challenges requirements which do not have an immediate or obvious business value.
• Is focused on identifying and understanding each customer’s needs.
• Expresses and acts on desire to assist customers in an efficient and friendly manner.
• Must be able to identify needs of the customer and align objectives and efforts to attain mutual alignment
• Interpersonal styles to create and sustain effective relationships with business partners (e.g. suppliers, joint venture partners, industry groups, competitors, governments, unions) and colleagues.
• Is open to approaches that meet mutual goals
• Must collaborate in an effective manner inter- and intra-departmentally to effectively perform duties and build strong relationships with the business.
• Is required to be pro-active in relations and establish a effective and responsive relationship with suppliers, colleagues and partners.
• Understands business principles and language, including the fundamentals of finance and profitability.
• Uses this understanding to achieve results, and to increase the performance and profitability of our company
• Establish and Maintain relationships with external marketplace including government, standards bodies, industry, press and think tanks.
• Manage existing vendors ensuring contracted services are delivered to quality or above, at obligated costs or below.
• Strive for consistently increasing degree of acumen in terms of the logistics industry and the DHL operational procedures as part of recognising bigger picture impact of changes and solutions deployed.
• Effective deployments, early benefits realisation by ensuring plans reflect optimized time-to-market
• Maximized exploitation of existing and new features and functions within core applications
• Developing realistic achievable and price conformant Service and Operational Service Level Agreements with business stakeholders, ensure back-to-back compatibility with dependent service providers.
• Maintaining Service Quality and availability; Applications, office automation and communications infrastructure uptime is monitored in line with established SLAs and OLAs.
• Ensure that Program Delivery / legacy local systems supported applications are running and supported with minimum downtime.
• Deploy Solutions and ensure appropriate configurations on all servers and customs related applications /servers
• Ensuring Business Continuity via appropriate topologies, archive and recovery strategies
• Institutionalize continuous quality improvement via ongoing Root Cause Analysis and Eradication. Have full awareness and be Point of escalation in service failure situations. Proactive management and stakeholder communication of incidents involving all appropriate workgroups.
• Cost Reduction; Implement Costs Effectiveness Programmes. Generate cost reduction initiatives.
• Management via globally agreed KPI’s; report in line with standard reporting requirements.
• Internal and external vendor and customer relationship management, including local government, industry, trade and standards bodies.
• Lead or participate in global/regional initiatives as part of a virtual IT function.
• Decommission non-performing IS assets; Converging local applications.
• User training and on-going user support.
• Compliance to regional standards including First Choice.
• Ensuring License compliance.
• Enforce IT Security Policies through training, management communications user and country IT audits.
• Undertakes proactive maintenance and administration of computer hardware, software and operations tools in support of the delivery of the IT service. Improves system availability with proactive work to avoid outages and performance issues, with particular focus on maintenance services for all infrastructure used by the Operations Centre.
• Performs Problem Root Cause Analysis (RCA), involving all appropriate workgroups, investigates and Develops solutions in preparation for implementation. Implements the solution via the Change Management process and documents the results and any follow up actions, as needed.
• Provide afterhours support to the staff as needed.
• Stays abreast of important trends that may affect our competitiveness as a group. Manages the business, giving priority to the international position of our company.
• Proposes alternative solutions prior to specifying new solutions/services. Capable of thinking of long term implications including total cost of ownership and ease of maintenance.
• Able to operate in a broader virtual team, operating in the best interests of that team and its goals.
• Understand the overall business to ensure that applications are running smoothly.
• Manage implementation and requirements for deployed local solutions.
• Ensure maintenance and changes to scripts are processed as per business requirement.
• Ensure Legal compliance through following legislated records and data management practices.
• Apply strong disaster recovery principles to protect systems and ensure maximum system availability.
• Is expected to maintain accurate records demonstrating full control and visibility of scope of work.
• Is expected to document and record, in sufficient detail, the technical process for implementation and support of critical systems deployed by Program Delivery and legacy local systems team.
• Develop clear scoping of initiatives, focusing on problem, solution and benefits developing awareness of return on investment for all initiatives
• Leverage sound technical (Java, Python, SQL & Power BI) skills to support the development of value generating solutions for the business.