Regional Integration Operations Service Manager (Xico)

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

BE AN ESSENTIAL PART OF EVERYDAY LIFE

Overview

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 integral IT Integration services. You will oversee the day-to-day operational activities of the Run service, act as the first point of escalation for support teams and serve as the customer liaison for the region. 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. You will champion and implement Continual Service Improvement initiatives in line with industry standards such as ITIL and ISO *****, 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 manage the Forward Schedule of Change, coordinating with regional and global change teams to mitigate risks and minimize impact.

Responsibilities

• Build and maintain relationships with BUIT and customer representatives (ITSM / BUIT).
• Identify new contacts and expand engagement to foster known and trusted relationships.
• Review and advise on customer support models to improve effectiveness and minimize complexity.
• Produce and input regular BUIT service & management reporting, including delivery of the BUIT Service Report.
• Provide Service Management support and guidance to customers, business development, initiatives, and projects as required.
• Act as an 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 reports on a rota basis.
• Document and develop assigned "Champion" areas within CoE Service Delivery, covering specialist service offerings, tools, and process areas as applicable.

Qualifications

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

EEO Statement

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 organization.