Regional Integration Operations Service Manager (m/f/x)

at  DHL

BE AN ESSENTIAL PART OF EVERYDAY LIFE

Position: Regional Integration Operations Service Manager (m/f/x)
Customer: DHL Supply Chain
Grade: RCS TBC
Contract Type: Permanent
Location: NORAM or LATAM preference Ohio
DHL Supply Chain is seeking a dynamic individual to join our Integration CoE team. As the Regional Integration Operations Service Manager, you will play a crucial role in ensuring the smooth operation of our global IT Integration services. In this role, you will oversee the day-to-day operational activities of the Run service, acting as the first point of escalation for support teams and customer liaison for the region. You will be responsible for delivering exceptional service to customers within your region and ensuring the availability of our global services during your region’s working hours.
Your expertise in communication will be vital as you provide updates to key stakeholders during major issues, following our Integration CoE Major Incident Communication process. Additionally, you will champion and implement Continual Service Improvement initiatives in line with industry standards, such as ITIL and ISO 20000, as well as the DSC IT strategy. Collaboration will be at the heart of your role as you share best practices, standards, and processes with the Global Run service, Regional Build teams, and other IT teams. You will also play a crucial role in managing the Forward Schedule of Change, coordinating with regional and global change teams to mitigate risks and minimize impact.

The key responsibilities in this role include:

• Build and maintain relationships with BUIT and customer representatives (ITSM / BUIT). Identify new contacts and expand engagement to foster known and trusted relationships
• Reviewing / advising on customer support models to improve effectiveness and minimise complexity
• Timely production of / input into regular BUIT service & management reporting. Delivery of BUIT Service Report (by review as applicable).
• Provide Service Management support and guidance to customers, business development, initiatives and projects as required.
• Act a SME (Subject Matter Expert) on related Roadmap and Infrastructure projects to ensure adherence to CoE standards and policies.
• Provide support and guidance to Incident, Problem & Change / Release Management teams.
• Coordinate with internal teams and stakeholders to plan changes and communicate any downtime required, in line with the SLA.
• Provide input into monthly Billing and create billing report on a rota basis
• Document and develop assigned “Champion” areas within CoE Service Delivery, covering specialists service offerings, tools and process areas as applicable.

You won’t find another job like the one you’ll find with DHL Supply Chain. Now here’s what we need from you;

• Strong experience in IT related business
• Excellent Service Management Experience
• Proven ability working with cross-functional teams in a large global organisation
• Degree or equivalent in a relevant business or technical subject
• ITIL Service Manager’s Certificate
• Logistics experience and able to interpret and implement services in line to DHL Supply Chain strategy
• Available 24/7 when needed for escalation or to accommodate contacts in different time zones.

What you’ll need to do next?
If you have a proven track record of achievement to match the requirements for this role and you are looking for your next career move, simply apply online ensuring that a full up to date CV is attached with your application.
We will ensure that all our resourcing activities are fair, transparent, and consistent across the Globe. We want to ensure that the candidate experience is of the highest professional standard.
The Company is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation

• Build and maintain relationships with BUIT and customer representatives (ITSM / BUIT). Identify new contacts and expand engagement to foster known and trusted relationships
• Reviewing / advising on customer support models to improve effectiveness and minimise complexity
• Timely production of / input into regular BUIT service & management reporting. Delivery of BUIT Service Report (by review as applicable).
• Provide Service Management support and guidance to customers, business development, initiatives and projects as required.
• Act a SME (Subject Matter Expert) on related Roadmap and Infrastructure projects to ensure adherence to CoE standards and policies.
• Provide support and guidance to Incident, Problem & Change / Release Management teams.
• Coordinate with internal teams and stakeholders to plan changes and communicate any downtime required, in line with the SLA.
• Provide input into monthly Billing and create billing report on a rota basis
• Document and develop assigned “Champion” areas within CoE Service Delivery, covering specialists service offerings, tools and process areas as applicable