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Job Description
- To manage the delivery of IT ‘run’ services and 3rd party suppliers on behalf of the DHL MENA Express business to satisfy the agreed business requirements in terms of cost and quality of service through :
- Egypt RUN Budget Management
- Defining and agreeing with the business their IT Service requirements;
- Planning and procuring those services;
- Implementing the monitoring of those services;
- Driving the supply organisations to deliver those services on time and agreed standard
- Coordinate and direct technical projects with Area Service Management across MENA
- Directing problem trend analysis for problematic applications and country services for better service quality RUN pricing negotiation
- Review and approve emergency request for change in production environment, point of escalation for major service outage, link with business functions including MENA Service Management till service restoration
- Manage on-going service performance
- Formulate and implement service improvement initiatives based on performance trends
- Continuously drive for cost optimization in the run environment
- Manage ITS service towers to SLA quality and performance
- Lead Business Service Catalogue for Egypt
- Responsible for the business and IT strategy alignment for establishing infrastructure and application support processes and procedures.
- Direct the negotiation and ongoing management of service contracts (SLAs) for IT run services between business functions and the IT Supply organisations.
- Maintain strategic overview of country business priorities, and supporting IT requirements, and ensure that these are represented to IT suppliers as appropriate
- Build close working relationships with country business functions in order to ensure that each function IT needs and issues are understood and represented to IT Services
- Establish IT Service Quality relationship with all functions.
- Introduce enabling technologies that help drive business value.
- Build a strong working relationship with Operations Services, Telecom Services, Solutions Support and Helpdesk in IT Services to ensure that the level of service is met.
- Build a strong working relationship with head of MENA Services to review the service performance, improvements, issues and requests raised by users.
- Direct the establishment of Egypt Service Management processes in accordance with ITIL
- Direct the establishment and maintenance of a working relationship with the users of IT services and ensure that the services negotiated by IT Demand meet users needs
- Direct the negotiation of Service Level Agreements (SLAs) between business users and the IT suppliers; ensure the provision of mechanisms able to measure and report on service performance.
- Ensure that the Service Levels that the internal and external customers need are properly understood and achievable.
- Direct, control and motivate the Country IT Infrastructure team, including recruitment, retention, monitoring performance and management
- Determine the Country IT Infrastructure team structure, roles, performance targets and goals
- Provide leadership and guidance for the country Infrastructure team
- Institutionalize a service and measurement culture for IT Infrastructure that routinely establishes and monitors Key Performance Indicators
- Ensure development of a comprehensive training plan for direct reports and subordinates.
- Entrepreneurial, with a natural curiosity to explore new ideas and assess changes in the ways competitors employ new technologies for potential advantage.
Job Requirements
- Extensive knowledge and expertise in project/program management, portfolio management methodologies and tools.
- Experience in large sophisticated organization with high volume/high transaction environment including the physical shipment of goods
- Experience of successfully integrating new businesses as a result of merger and acquisition activity.
- Advanced University Degree in Computer Science, Information Systems, Business Administration or related field.
- Extensive knowledge and expertise in Service Management; ITIL professional certification is required.
- The ability to build strong relationships with all divisions of the company domestically and internationally and to ensure that technology effectively meets the needs of its users
- Ability to team with, and manage, a strong partner/supplier system
- Ability to overcome the complexities involved in changing processes and implementing new technologies, and the resulting impact on people and the organization.
- Energetic, enthusiastic, results-oriented; capable of adding significant value to the existing IT team and successfully implementing their ideas
- Committed to “best practices” and best in class design methodologies and production control procedures to enable them to position DHL as a leader and innovator in the marketplace
- A strong in building and motivating successful IT services teams in a 24x7 environment.
- A broad technical background with solid systems design, product development and project management accomplishments in a cost responsible environment.
- Superior communication skills with technical and non-technical senior management.
