About us

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.

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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.

Responsibilities\nBuild and maintain relationships with BUIT and customer representatives (ITSM / BUIT). Identify new contacts and expand engagement to foster known and trusted relationships\nReviewing / advising on customer support models to improve effectiveness and minimise complexity\nTimely production of / input into regular BUIT service & management reporting. Delivery of BUIT Service Report (by review as applicable).\nProvide Service Management support and guidance to customers, business development, initiatives and projects as required.\nAct a SME (Subject Matter Expert) on related Roadmap and Infrastructure projects to ensure adherence to CoE standards and policies.\nProvide support and guidance to Incident, Problem & Change / Release Management teams.\nCoordinate with internal teams and stakeholders to plan changes and communicate any downtime required, in line with the SLA.\nProvide input into monthly Billing and create billing report on a rota basis\nRequirements\nStrong experience in IT related business\nExcellent Service Management Experience\nProven ability working with cross-functional teams in a large global organisation\nDegree or equivalent in a relevant business or technical subject\nITIL Service Manager's Certificate\nLogistics experience and able to interpret and implement services in line to DHL Supply Chain strategy\n\nAvailable 24/7 when needed for escalation or to accommodate contacts in different time zones.\n\n\n