DHL is hiring a Director IT Shared Services Center Americas. In this role, you will manage the overall coordination, status reporting, and stability of the SSC Information Technology’s service delivery, ensuring that SLA’s, KPI’s and project goals support regional and global objectives and are met within agreed upon time, scope, quality, and resource requirements. Responsible for leading a comprehensive information technology team including Network services and support, End User support, Infrastructure, Service Management, Digitalization, IT Security, Data Protection and Project Management. Develops and executes plans that incorporate the following components: time, cost, scope, quality, communications, risk, human resources, procurement, and integration. Identifies new opportunities for IT Service Improvement, First Choice Process Improvement, Innovation and Digitalization, IT Infrastructure & Service Management Improvement, and IT Run Cost Optimization at a Local and Regional level. Ensures uninterrupted end-to-end IT service quality delivered to internal and external customers and facilities. Has an extensive depth of knowledge of our business from internal and external customer point of view. Understands and manages communication across domain functions and across multiple business unit functions in related IT processes. Manages the overall coordination, status reporting, and stability of the SSC Information Technology’s service delivery, ensuring that SLA’s, KPI’s and project goals support regional and global objectives and are met within agreed upon time, scope, quality, and resource requirements.

Main Responsibilities

• SME: Provide subject matter expertise to customers.
• COE: Process Management IT Center of Excellence (COE) process implementation, documentation, improvement, and controls, aligned with DHL Group Standards and Cobit 5 framework.
• Relationship (Stakeholder) Management: Continuous and close communication with multiple stakeholders. Reporting progress of issues and projects on an ongoing basis.
• Service Delivery Management: Responsible of the Incident, Request and Escalation processes, working with internal and third party teams to ensure actions are taken and completed in time, according to the SLA agreed with the Business.
• Change Management: Implementation and acceptance of change requests (BRS and RFCs documentation, Business Case or POA approvals, implementation and testing) with vendors, DHL employees and stakeholders, covering both IT Change Management as well as Organizational Change Management.
• New Implementations: Responsible of innovating and implementing new services and/or new countries, using project management tools to ensure proper implementation of deliverables, on time, within budget.
• Budget and Vendor Management: Project Budget & control, Vendor Management including contracts, PO administration, etc.

Tasks & Responsibilities

• Participates in the leadership and management of the SSC SMT and Regional IT ISSM SMT to communicate, coordinate, align, and envision IT directions, priorities, and goals.
• Ensures the provision of comprehensive, integrated, reliable, high-quality IT services for the needs of the SSC organization.
• Responsible for understanding and successfully managing the interdependencies between multiple related and unrelated projects whose coordinated delivery is required to achieve regional and global objectives.
• Initiates, plans, executes, and controls complex and strategically important projects related to IT, incorporating management plans for time, cost, scope, quality, communications, risk, human resources, procurement, and integration.
• Translates business and project requirements into IT project objectives and tasks; manages project resources and reports on project progress throughout the project lifecycle.
• Manages prioritization procedures for changing scope (i.e., change management) and project acceptance procedures. Participates, coordinates, validates/approves and provides input to Service Review Boards (SRB), Change Advisory Boards (CAB), and Project Prioritization Review Boards (PPRB).
• Manages relationships and contract agreement performance with third party service providers.
• Defines and manages IT budget requirements and priorities, including CapEx and OpEx, to ensure actual spending is within budgeted amounts.
• Communicates and implements IT policies, standards, guidelines and budgets, translating business risks and requirements into appropriate solutions and controls. Responsible for IT related internal and external audits, ensuring respective compliance measures and appropriate controls are in place.
• Ensures appropriate measures are in place to protect company data and comply with regulations. Define, update and test backup and disaster recovery plans to respond to potential disasters, malicious events, and cyberthreats.
• Ensures maintenance of appropriate documentation of IT assets, system configurations and inventory for all areas of responsibility.
• Ensures IT security and Data protection frameworks are implemented followed as per DHL’s guidelines and actively communicates guidelines to the Share Service Centers’ population.

• 10-15 years of experience in the IT field, with 5+ years of experience leading IT teams
• Bachelor’s degree in computer science, information technologies, or related field. Master’s degree in related fields is a preferred requirement.
• Strong experience supporting a multiple stakeholder environment. Preferred experience with Shared Service Center or Finance Operations.
• Recognized subject matter expert in the IT area, with specialization and experience in the Infrastructure, Service Management, IT Security & Data Protection areas.
• Experienced manager, coach, and motivator.
• Serves as primary consultant on highly significant matters relating to policies, programs, capabilities and long-range goals and objectives.
• Mastery of existing and emerging technologies, processes, and practices. Develops new applications based on professional principles and theories.
• Innovation leader, with experience in digitalization and process improvement initiatives.
• Typically requires BS/BA in related discipline and 10-15 years of increasingly diverse or complex applications in field of expertise or MS/MA and generally at least 8-12 years of experience in related field.
• Professional certification required in some areas. ITIL and PMP/Prince2 certifications are highly desired.
• Fluent communication in English and Spanish.

Skills

• Autonomy: Operates with considerable latitude. May develop solutions to non-routine issues, without appreciable guidance from others. Reaches decisions under conditions of uncertainty and can work well under time pressure.
• Impact: May coordinate and direct daily end-to-end service assurance activities, as well as Service Improvement interdepartmental projects having strategic business importance across the region. Translates high-level business direction into specific action plans to remedy issues. Erroneous decisions or recommendations would normally result in failure to achieve goals critical to DHL Express regional business performance.
• Knowledge: Possesses extensive knowledge in the Infrastructure and Service Management areas. Routinely called upon to apply comprehensive knowledge of existing and emerging technologies, practices, and processes. Primary contribution is in applying knowledge (product, industry, professional, technical) and coordinating with teams throughout the Americas region. Provides input in development of operating plans/budgets
• People Management: Will lead others in a formal reporting structure in providing and developing innovative IT solutions to important, highly complex strategic and operating problems and projects; multi-region, cross-department, cross-Business Unit and with service providers inside and outside of the DPDHL network. Contributes to employees’ professional development.
• Problem Complexity: Performs leading-edge professional level work. Requires creative and innovative thinking in bringing successful resolution to high-impact, complex, and/or cross-departmental problems.