Job Description

SUMMARY:

Begin your career with DHL IT Services!

We are looking for a self-motivated individual to fill the position as a Service Delivery Manager. You will accountable for service delivery of a set of IT services for (a part of) a DP DHL business unit. You will also act as an interface to ITS for the business partner for Run services, represent the business partner within ITS Production Services and drive improvements on behalf of the business partner.

You are required to ensure that agreed Service Level Agreement (SLAs) targets are achieved or exceeded. You are expected to provide service transparency, service reports and service reviews. You will need to manage customer expectations and relationship.

WHAT YOU WILL DO:

• Ensure that the services in SDMs portfolio are covered by a run order and delivered services match the ordered volumes
• Review and provide input to the development of SLAs
• Channel customers\xe2\x80\x99 escalations towards successful resolution
• Facilitate regular service reviews with business partners
• Provide standard reports to business partner according to agreed schedule
• Cooperate in identifying main areas for IT service improvement and in executions of service improvement
• Ensure that systems, process and methodologies are followed to allow effective monitoring, control and support of service delivery
• Prepare and analyze service delivery reports for business partner
• Coordinate the activities to consolidate business partner requirements for enhancements to business applications
• Assist development of proposals based on customer requirements
• Ensure that the services released to production have agreed SLA, support model and run order and the services in production have agreed reporting set-up
• Engage fully in the review process of IT services and the development of improvements plans

WHAT YOU SHOULD HAVE:

• 8 years of experience in IT field
• 5 years of experience in General IT Knowledge
• 4 years of experience in General Logistics Industry Knowledge
• Proven ability to manage senior level stakeholders; clearly understand stakeholder interests and concerns and initiate procedures to improve relations and communications between stakeholders
• Very strong Customer Orientation
• Financial Analysis and Business Case preparation

WHAT YOU WILL GET FROM US:

• Great Team of IT Professionals with Global Working Exposure
• Meal Card and Flexible Benefits
• On-Going Professional and Technical Training and Certifications
• A Multicultural Environment in Modern Offices
• Smart Casual Everyday
• Global Internal Job Opportunities Available Within DPDHL
• Home Office Possibilities

Sounds good? Start your application now!

DHL IT Services \xe2\x80\x93 About Us:

IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to Deutsche Post DHL (DPDHL) Group:

• Supports over 260,000 DPDHL e-mail users;
• Runs more than 7700 servers;
• Supports more than 2000 global services and applications;
• Processes 9 million shipment information messages per day;
• 200000 man days per year of development application.

Apart from being more than 4.500 highly skilled IT professionals with an intimate knowledge of the logistics industry, we at IT Services altogether represent more than 80 nationalities. IT Services is working behind the scenes 24-hours a day, 7 days a week, 365 days a year in the data centers and offices across three continents \xe2\x80\x93 Americas (Mechanicsburg, Westerville, Tempe in USA and Mexico, Costa Rica and Brazil), Europe (Prague in Czech Republic; Bonn and Darmstadt in Germany) and Asia (Cyberjaya in Malaysia and Chennai in India).

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