Business Solution Manager, Service Now (CSM)

Cyberjaya, Selangor, Malaysia Global Business Services 54675 15. December, 2020
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Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide, and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? And the more we connect, the better life on Earth becomes. Do you want to make a difference? If you have answered Yes! to the above, join our Insanely Customer-Centric team now! For more information on DHL Express, please visit

DHL Express Global Head Office has an opening for Business Solution Manager, Service Now (CSM) in the Customer Facing IT Domain. The key purpose of this role is to:

·Ensure the Express CSM project is delivered to agreed scope, time, cost, quality, governance and satisfaction, as per agreed roadmaps.

·Manage or coordinate between several applications/products/services as part of the CSM project, including build and run elements to support optimum functioning of the business functions.

·Drive delivery of concurrent programs/projects within the scope of the CSM program.

·This role can be changed to support the larger CS or ESS domain and the associated products if required.

The best-fit candidate may be based in Czech Republic (PRG), Malaysia (KUL or CBJ) or Singapore.


·Work with business functions to understand needs, priorities and issues to plan the associated IT roadmaps.

·Provide consultancy and support business on the Customer engagement/ Omni Channel needs to improve overall customer experience through digitalization.

·To drive techno-functional discussion in Omni Channel space enterprise wide.

·Accountable that projects are delivered to agreed time, cost, quality, governance and satisfaction.

·Ownership and resolution of issues reported on systems in production to ensure minimum business disruption.

·Manage external/internal IT resources engaged during the execution of a project.

·Work directly with DHL customers, suppliers or internal staff (at global/regional/functional levels).

·Participate in global project teams based on role and involvement.

·Act as Global Business IT lead for global projects with full responsibility on the delivery side of the IT component.

·Sound understanding of various system integration requirements raised by internal stakeholders, customers and/or 3rd party solution providers.

·Take strong cross-functional ownership of specific business process areas and collaborate with domains on the development of roadmaps to achieve both tactical and strategic objectives.

·Contribute to the domain roadmaps.

·Manage successful implementation of solutions at an acceptable time, cost and quality.

·Provide regular reports of progress towards meeting project deliverables

·Lead, manage and monitor the direct and indirect project team members for the duration of the project.


·University Degree in Computer Science, Information Systems, Business Administration or related field or similar experience/education or at least 12 years of corporate work experience.

·Desirable if you have Professional Certification in at least one relevant Project Management Technique (Prince2 or PMI) and IT Service Management Technique (i.e., ITIL)

·At least 10 years of multi-disciplined IT experience and IT solutions development and implementation experience: Proven track record for managing and delivering complex IT solutions.

·Experience in managing large-scale development and/or deployment projects.

·Experience in customer Service / contact Centre Customer Engagement Portfolio.

·ServiceNow CSM implementation experience with Customer UI Pages, Business Rules, Workflows, Macros and Client Scripts plus prior experience managing Service Now Version upgrades will be an added plus

·Understanding of API architecture landscapes (i.e.brokers, parsers, wrappers, Service buses etc).

·Process knowledge: Solid understanding of Customer engagement product suite and able to drive techno-functional discussion to support business needs in ServiceNow CSM specifically and Omni Channel in general

·Excellent written and verbal communications skills with technical and non-technical senior management.

·Strong program and people management skills with capability to work across cultures and borders.

·Get-it-done attitude: Capable to break through organizational silos; Manage and achieve goals in a matrix environment; Quick to adopt best practice rather than re-invent the wheel.

·Flexibility in operating style and attitude.

·Diplomatic, tactful, patient and sensitive to cultural differences.

·Positive and contributory attitude, total dedication to customer’s needs. Highly customer oriented.

·Global experience, collaboration and teaming.

·Self-motivated and ability to team with, and manage, a strong partner/supplier system.

·Resilient, capable of recovering quickly from setbacks. Maintains performance under pressure.

·Respect and Result focused behavior.

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  • Geschäftsbereich

    DHL Information Services (Asia-Pacific) Sdn. Bhd.

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