Senior Service Manager - Service Operation

Vereinigtes Königreich DHL Supply Chain req77603 10/05/2019
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Position: Senior Service Manager - Service Operation
Location: Global
Customer/ Site: Global
Grade: RCS I / RCS J
Job Type: Information Technology
Closing Date for Applications: 26th May 2019

We are offering one exceptional candidate the chance to be a Senior Service Manager to Provide IT leadership and governance to ensure platform suppliers performance and service levels are maintained and delivered in line with agreed business requirements/scope of service. In this role you will develop and govern the IT service strategy required to maintain a sustainable, scalable and affordable JDA WM Operations Globally.

What are you accountable for achieving as Senior Service Manager?

  • Agree on the Service Scope of Service and associated Service Level Agreements (SLAs). 
  • Support the strategy of standardization, centralization, utilization of IT’S as key vendor while maintaining or lowering the support cost per unit.
  • Solution efficiency and differing ways of delivering the Service (i.e. SaaS).
  • On-board of new solutions (i.e. Cloud solution). 
  • On-board new products provide guidance on service operations strategy and standards.
  • Supporting the business running operations, when appropriate.
  • Ensure proper communication & escalation processes for Operational Management activities.
  • Support the definition and measure against service level targets/key performance indicators (KPIs) for the suppliers.
  • Ensure that supplier performance meets or exceeds service level targets.
  • Work with suppliers (support overall process) to measure performance against KPIs and to manage a programme of continual improvement.
  • Ensure that support and maintenance procedures are documented.
  • Identify opportunities for re-organization of service operations to increase value by reducing costs or improving quality.
  • Ensure proper technical IT support is provided to meet customer requirements.
  • Monthly cross charge of service delivered.
  • Close working relationship with JDA, ITS and other vendors.
  • Understands region’s business/IT strategy as it relates to WMS.
  • Must be able to interact with teams and suppliers not under their direct control.

What will you need as a successful Senior Service Manager?

  • Deep and broad understanding of the Logistics / Supply Chain marketplace.
  • Proven and demonstrated of multi-disciplined IT experience.
  • Excellent knowledge of ITS and CoE's for other DSC domains.
  • Cross-border thinking - demonstrate a methodical and pragmatic approach to deliver Service Delivery within a multi-cultural org. 
  • Effective communication and inter-personal skills.
  • Customer and Business orientated. 
  • Customer and Result orientation - understand the customers' business environments and seeks to add value to the customer relationship.
  • Strong Stakeholder management and evidence of effective building of relationships.
  • Strong influencing skills – in order to manage multiple dependencies outside of direct control, but to maintain accountability.
  • Product expert with depth and breadth of understanding.
  • Risk management – Preventative approach. 
  • Ability to priorities issues across complex matrix organizations.
  • Experience of leading Support teams from broad geographies and cultures.
  • Excellent Analytical skills.

Working at DHL:

Zahlen und Fakten

  • Geschäftsbereich

    DHL Supply Chain Czech Republic

  • Reisetätigkeit erforderlich

    Keine Reisetätigkeit

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Arbeitserlaubnis erforderlich


  • Schichtarbeit


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