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Director, IT Service Management

4 weeks ago

Selangor, Malaysia DHL Full time

DHL Group is the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose**:Connecting People. Improving Lives.**

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Ready to immerse yourself in the exciting world of DHL?

We are currently looking for passionate professional to join our Regional Business IT team. Join us and bring your expertise on board

As a **Director of IT Service Management**, your role is:

- An individual contributor but you will lead a virtual team which manages and supports the Regional IT Service Management processes, services, and programs in APEC, ensuring appropriate funding, resourcing, delivery to defined timelines and SLA's, and realization of the identified business benefits.
- Accountable for yearly planning, budgeting, obtaining financial approvals and managing processes and deployments from start to finish on-time and on-budget, aiming to support and increase IT service quality and digitalization initiatives across all functions.
- Manage the requirements, gap analysis, overall design concept, UAT/RTP cycles, implementation, continuous service improvements, and on-going support of IT Service Management Programs and key Suppliers at regional and country level.
- Ensure the highest quality of controls, processes, requirements, SLAs, and testing to eliminate the risk of IT disruptions or outages, in line with "100% Uptime" program.
- Build working relationships with Global/Regional/Country/cross-BU Teams to gain alignment, leverage capabilities, define and comply with standards, communicate strategy.

**Key tasks include**:

- Direct and perform Information Technology (IT) program management activities to support regional short/long-term strategic plans. Ensures program objectives and goals are met within agreed timeline, scope and quality requirements. Identifies and compares new opportunities for IT Service Improvement, First Choice Process Improvement, IT Infrastructure Improvement and IT Run Cost Optimization.
- Have an extensive depth of our business from internal and external customer point of view. Understands cross domain functions and cross business unit functions in related IT infrastructure and service management processes.
- Lead a cross-functional team of Project Managers, SMEs and 3rd Party Provider resources to support the APEC IT Service Management programs, processes and services.
- Develop & communicate the specific strategy around IT Service Management with a very significant impact on the customer experience, employee experience and productivity, including digitalization and convergence strategies, liaising with global, regional & country stakeholders.
- Service desk management: Providing a single point of contact for users to report issues and request assistance or ensure RPA and other SDesk automation are adopted.
- Planning for service continuity and disaster recovery.
- Reviewing and updating service management processes and procedures, implementing changes to enhance service quality, efficiency and cost effectiveness.

**Requirements**:

- Bachelor's Degree in Computer Science or IT. Masters / MBA or extensive technical certifications highly desired.
- Professional Certification in IT Service Management (i.e., ITIL) and at least one relevant Project Management Technique (Prince2 or PMI).
- At least 15 years of multi-disciplined IT experience including experience in large matrix organizations, having gained broad expertise managing large-scale, high-complexity, regional IT Service Management programs, projects and suppliers tied to business goals.
- Strong general business and IT management experience with several years of line management experience, including leading remote teams spread across geographies.

**Work Location: Malaysia (Cyberjaya)

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