IT Service Management Specialist
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.Enjoy the flexibility, innovation and fun we encourage and promote in our work environment. Our corporate culture is about personal commitment – to our business, to each other and to our communities.
DHL is dedicated to being a great place to work. In addition to competitive salaries, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
As an IT Service Management Specialist at DHL Express Canada you will work with our IT infrastructure, IT Security and End User Computing teams to ensure IT services availability are in accordance to agreed SLA’s. Review and manage the delivery of application and/or system changes affecting Production services to ensure Client service levels, at a minimum, are maintained in accordance with defined SLAs. Develop and implement processes / procedures through best practices, ensuring the delivery of these services. Work with Internal/External Client and IT Service functions to identify, prioritize and manage risks to operational activities, planned/unplanned changes that may affect service levels.
Roles & Responsibilities
-Responsible for major incident and problem management and change management within DHL Express Canada by working with technical teams to resolve or prevent the occurrence of incidents through root cause analysis.
-Provide leadership to cross-functional technical teams, encourage teamwork, and team collaboration to ensure prompt service resumptions, permanent resolutions to problems and successful implementation of IT changes and solutions.’
-Work with the technical teams, facilitate and coordinate implementation and testing of IT changes during business hours and afterhours including weekends and holidays
-Responsible for managing internal and external vendors , monitoring and managing all facets of the rendered services to ensure continuous improvement and SLA/OLA commitments.
-Responsible for the documentation of known faults and resolutions in ticketing system and knowledge management.
-Investigate and recommend technical solutions, identify opportunities to improve current technical support processes or improve costs.
-Act as the point of contact for DHL Express Canada for technical and operational issues related to technical incidents and post-implementations and act as a single point of contact for Regional Service Management activities. This includes providing on-call support for afterhours (including weekends and holidays) escalations according to primary or secondary and as scheduled.
-Works with the Client and Service Management team to prioritize and ensure services meet Client requirements and expectations
-Accountable and responsible for managing Service Management and Vendor Management KPI’s.
-Occasionally responsible for creation of the SLA reports and graphs, forecasting and performance reports
-Assist in the analysis, design and improvement of new operational processes supported by IT Services or any external vendors.
-Responsible of communication to end users about new services or ongoing incidents that will affect operations.
-Drive Self-Service initiatives, customer satisfaction and awareness of tools and services available to end users
-2-3 years of Service Management experience
-Service Management and Vendor Management experience
-Excellent verbal and written communication skills
-Good interpersonal skills
-Excellent knowledge of MS Office products MS Word, MS Excel, MS Access
-Excellent understanding of Service Delivery Operations and relationship with Service Level Agreements.
-Excellent analytical skills
-Good Crisis Management skills for Incident/Problem Management, Communications/ Escalations.
-Technical competencies on Linux / Network / Microsoft technologies
-Familiar with Network Services / Telecoms
-Knowledge and understanding of Transportation and Logistics Industry
-Knowledge of Global Service Now
-Continuous Improvement Skills (Any Six Sigma Certifications are a plus)
-Fluent in English and French an asset
-High Sense of Urgency
Zahlen und Fakten
DHL Express Canada
Day time only