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Job Description
- To define and agree with the business their IT service requirements, to own and represent these requirements to the ME-ITSS organisation in order to ensure the delivery of those services to time, cost and agreed quality.
- To report on the performance to the business functions and to agree on changes in the light of the cost/service trade-off.
- To ensure the business carries out those processes which will safeguard the continuity of supply during the adoption of changes to the services.
- Work with Regional/Area Service Management Board to ensure user processes are agreed and maintained within all key business domains.
- Define and agree with the Country business their IT service requirements; measure, monitor and review with the business their ongoing satisfaction with the delivery of those services.
- Establish and maintain a working relationship with the key representatives of the users of IT services and ensure that the IT services meet user’s needs.
- Ensure agreement on levels of services required; escalate to the ME-ITSS Service Management Board as necessary.
- Manage the IT performance expectations of the business, explaining the cost of providing IT solutions to their issues and support the business to make the service versus cost trade-offs.
- Manage the risk posed to existing services by change programmes through effective Change Management and Communication in the organisation.
- Ensure future deployments and implementations are properly planned and costed.
- Responsible for coordination of responses to customer issues/requests relating to IT services, e.g. as member of customer facing team for major customers
- Contract negotiation, problem escalation, etc.
- Implement and manage the IS Service Management processes in line with ITIL best practice.
- Execute regular surveys of user satisfaction and measure the user view of IT service provision.
- Ensure that service provider organisations deliver all required services according to agreed processes and procedures.
- Ensure that the implementation of all new services comply with the IT standards
- Build a strong working relationship with the key managers in the IT service providers to ensure that the level of service required by the region is understood and met.
- Build a strong working relationship with account management/service management in the IT service providers to review capacity forecasts, service performance, incident management, improvements, issues and user requests.
- Work with service providers to achieve continuous service improvements as a result of customer feedback.
- Provide leadership to the country SMT on IS Service Management.
- Demonstrate a service and measurement culture for IT Service Management that routinely establishes and monitors Key Performance Indicators.
- Champion of Process and Quality initiatives and activities for the country in relation to IS activities
Overall Goals / Typical measures
- Business Services are delivered to all Express business entities to a high standard, in a timely manner and with ongoing support.
- Infrastructure Services are delivered to all business units to a high standard, in a timely manner and inline with global standards, with ongoing local support.
- Service Level Agreements for all IS Services are met or exceeded.
- All deployed hardware and software meets the requirements of the business and conforms to the DPWN global standards and performs in an optimum manner.
- IS Service provision maximizes the level of operational service with minimal disruption to the core business.
Job Requirements
- Communication skills (English), spoken and written (excellent)
- Experience in IS Service methodology based on ITIL standards
- Experience in project management and project management methodologies such as PRINCE II
Skills
- Communication skills (English), spoken and written (excellent)
- Experience in IS Service methodology based on ITIL standards
- Experience in project management and project management methodologies such as PRINCE II
- Ability to manage Vendor/Supplier relationships
- Committed to “best practices” and best in class production control procedures to position DHL as a leader and innovator in the marketplace
- Strongly demonstrated leadership in Service Management, process and planning activities
Competencies
Building and Managing Partnerships
- Uses effective interpersonal styles to create and sustain effective relationships with business users
Building Competitive Advantage
- Drives superior organizational performance by building a high performance service culture.
- Focuses the organization on key drivers that impact success.
- Builds a culture sensitive to the impact actions have on DHL's profitability margin.
Commitment to Excel
- Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.
Constructive Challenge
- Encourages an environment where people at all levels can stand up for their ideas and where the status quo can always be challenged for the better.
Global Perspective
- Has an international mindset and stays abreast of important trends that may affect DHL's competitiveness. Manages the business, giving priority to DHL's international position.
- University Degree in Computer Science, Information Systems, Business Administration or related field.
- Extensive knowledge and expertise in Service Management; ITIL professional certification required.
