Senior Domain Director – Customer Service

Cyberjaya, Selangor, Malaysia Global Business Services 54676 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 Senior Domain Director in the Customer Facing IT Domain. The key purpose of this role is to:

·Manages, develops and drives programs and projects in more than one Global IT functional sub-domains or in a very large and complex sub-domain

·Guides Express regions to ensure that programs and projects are managed in a harmonized way and delivered to agreed scope, time, cost, quality and governance.

·Working with the Global Express senior management, the Senior Global Domain Director drives several parallel global projects and programs for the benefit of global and regional stakeholders, identifies or builds synergy potentials and utilizes them for the benefit of the business.

·Manages the Global Sub-Domain IT Program Portfolio(s), both build and run cost elements to support optimum functioning of the global functions and regions

·Ensuring resource capacity planning for the sub domains. Directly supervising employees. Handling employees’ concerns and performances. Communicating with the technology teams and other domains as collaboration requires.

·Identifying and eliminating security vulnerabilities with solutions that increase data security

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



·Responsible for the planning and execution of the Global IT Application Roadmaps for the sub-domain(s) ensuring that programs and projects are delivered to agreed scope, time, cost, quality and governance.

·Ensuring that the operational systems are functioning optimally in production.

·Establish and manage relationships with internal and external partners that support DHL Express IT

·Participate in Global Functional Steering Groups / Project Boards based on role and involvement acting as the senior supplier for global projects with full delivery responsibility for the IT component

·Align with the other Global and regional functions to ensure a cross-domain view. The Global IT Senior Domain Director is responsible for ensuring the Domain business needs to be met through IT projects aredelivered to agreed scope, time, cost, quality and governance, as per agreed roadmaps.

Key activities:


ØAccountable for the roadmap of global programs and projects appropriate to business requirements.

ØAccountable that programs and projects are delivered to agreed time, cost, quality and governance.

ØGuide the regions to ensure that the programs and projects are managed in a harmonized way, with maximum sharing and minimal effort and cost duplication.

ØBuild working relationship with the Business and IT teams in the Express Regions and other Corporate Divisions to get alignment and leverage potential synergies to plan the associated IT roadmaps.

ØEnsure co-ordination with Deutsche Post Corporate teams, and other Business Units as required to ensure alignment of projects, programs and roadmaps with architectures, models and overall strategy.


ØEstablish and manage relationships with external and internal partners that support DHL Express IT

ØAlign with IT Services and other partners on security measures with Express business focus in mind.

ØWork directly with DHL customers, suppliers, or other members of the DHL Express senior management team as directed by Global IT Domain Head during the after the execution of a project.

ØAct as the senior supplier for global projects with full delivery responsibility for the IT component

ØAlign with the other Global and regional functions to ensure a cross-domain view.

ØEnsure alignment of IT risk management within Express IT

ØWork directly with DHL customers, suppliers or internal staff (atglobal/regional/functional levels)

ØAct as BIT lead for global projects with full responsibility on the delivery side of the IT component


ØContribute to the domain roadmaps and Oversee Global & Regional project portfolio across DHL Express IT..

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

ØProvide regular reports of progress towards meeting project deliverables

ØDefine and develop enterprise-wide project management processes and standards, governance standards and metrics (in alignment with other Express project management teams)

ØProvide regular reports of progress towards meeting program/project deliverables.

ØActive participation in the sub-domain(s)budget planning and controlling processes

ØDefine and align present and future business and IT requirements

ØAlignment with Architecture, Technology , IT & Enterprise strategies

ØEnsure alignment with the IT risk management polices within Express IT

People Management:

ØInfluence, direct and motivate the direct and indirect team members including recruitment, retention, monitoring performance and management where required.

ØEnsure development of a comprehensive training plan for direct reports.

ØCreate and manage a global, virtual team drawn from the business and IT community.


·Demonstrated solid program and project management accomplishments in a cost responsible environment with execution by virtual and global teams.

·IT solutions development and implementation experience – proven track record for project managing and delivering complex IT solutions.

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

·Leadership capability supported by a broad analytical and technical background.

·Relationship management and cultural awareness: – managing different nationalities, managing across borders, negotiating and influencing in different cultures, building strong relationships.

·Experience in managing cross-functional projects & programs in terms of scope, costs, resources, and deliver to the set objectives and goals.

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

·Takes 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.

·Process knowledge: Solid understanding of the processes and metrics supporting the business.

·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.

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

·Highly customer oriented.

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

·Respect and Result focused behavior

·Advanced University Degree in Computer Science, Information Systems, Business Administration or related field or similar experience/education.

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

At least 15 years of multi-disciplined IT experience including :

·Experience in a large matrixed organization(s), having gained broad expertise managing large, network-wide programs and projects tied to business goals

·Experience in managing large-scale development and/or deployment projects with multi million budget accountabilities

·Experience in a multi-national enterprise, preferably within the logistics or transportation sector.

·Working knowledge of Contact Centre Technologies (ACD, WFO, Reporting, Channel Integrations, Analytics) & Omni Channel capabilities

·Knowledge of Express Customer Service processes

·Flexibility in operating style and attitude

·Diplomatic, tactful, patient and sensitive to cultural differences

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

·Global experience, collaboration and teaming.

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  • Geschäftsbereich

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

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