Regional Service Mgr Americas Part Time

Would you like to join the Logistics Company for the World? DHL Supply Chain is just that.

Become an essential part of everyday life, by contributing to an organization that is Connecting People and Improving Lives. If you have a passion for people, a desire to problem-solve, and eagerness to pursue continuous improvement opportunities… we look forward to exploring career possibilities with you!

Job Description

The Integration CoE (Centre of Excellence) provides global mission-critical 24/7 IT Integration services to a customer base across all sectors and Countries where DSC operate. The DHL LINK solution enables circa 3k customers & DHL systems to communicate and exchange around 8 billion business transactions per annum. The number of customers is growing at 8% with volume growth over 30%. Service Availability is critical to prevent impact to customers' production and delivery schedules as failures in Integration can stop site operations and potentially incur financial penalties for sites. Within the CoE, the DHL LINK Solutions includes multiple services owned or delivered by the CoE including B2B, A2A, API services, end-user self-help tools (circa 5k active users), Managed File Transfer, and flow configuration tools. The Global Integration CoE also provides 'Global DSC BPMS' (Global DSC Business Process Management Suite) for over 150 implementations. This is a central solution for auxiliary applications, process orchestration and human workflow case management and is used to fulfil specific IT needs which are not covered by other existing solutions. Other services and solutions may be added to this portfolio as customer Integration requirements develop. In order to provide Service Delivery support from the Integration CoE, regional contacts are required.

Responsibilities

• Oversee 'day to day' operational activities of the Run service (Prod & QA) - acting as the first point of escalation for support teams and customer liaison for the region.

• Be responsible for the service to customers within own region and also the Global service and all customers during own region time zone working hours.

• Provide communication to key stakeholders during Major issues in line with CoE ICMIC (Integration CoE Major Incident Communication) process

• Champion & implement Continual Service Improvement (CSI) in line with industry standards (ITIL, ISO 20000), ITMS Maturity Model and the DSC IT strategy.

• Share 'best practice' standards & processes within the Global Run service, the Regional Build teams, other IT teams & BUIT.

• Manage the 'Forward Schedule of Change' and coordinate with regional & global change teams to manage risk and impact. Review and approve RFC as applicable.

• Oversee operational Supplier Management including achievement of supplier KPI's and reviewing supplier performance.

• Drive best practice across CoE teams, ITS and BUIT in own region and globally as applicable

• Be responsible for ensuring that budgeted supplier costs and budgeted recoveries are achieved. Responsible for managing the supplier payment and customer invoicing processes to ensure cost efficiency.

• Plan and prioritize daily workload in this demanding customer (internal BUIT) facing role providing business critical services which can stop sites operating if not available.

• Deal with external customers and their suppliers (in cooperation with BUIT & internal resolver groups) to drive the identification of the root cause of customer impacting incidents across multiple countries, time zones and cultures.

• Manage escalation across and between time-zones with colleagues in different regions.

• Act as SME (Subject Matter Experts) on internal projects and in relation to service elements of the solutions provided by the Integration CoE

• Be responsible for assigned specialist 'Champion' areas (20+) within the Service Delivery team to provide targeted ownership, coordination, leadership, improvement, and subject expertise (SME) for specific area, process, application, or project. Existing Champion areas include: Risk Management; SharePoint; LINK Control Center; Problem Management; LINK Relay; Vulnerability Management; LINK Blueprint; Billing; Power BI.

• Be responsible for the management and development of customer (internal) relationships via regular Service Reviews, Awareness webcasts and meetings held by RIOSM. Create new opportunities to engage with key BUIT contacts within region.

• Produce monthly Billing reports following validation and any corrections required.

• Budget Management: Contribute in the creation of budget to ensure that resources are allocated efficiently and effectively.

• Deputize for Global Integration Service Manager

Experience Required

• Degree or equivalent in a relevant business or technical subject
• ITIL Service Managers Certificate
• ISO 20000 Consultant (preferred)
• 5+ years experience in IT related business
• 3+ years experience in Service Management
• 3+ years experience working with cross functional teams in a large global organization

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.