Sr. IT Manager Shared Services Center Americas

hace 7 meses

Heredia, Costa Rica DHL A tiempo completo

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building one of the world’s largest leaders in logistics and supply chain solutions.

**Summary**

DHL is hiring a Head of IT for its SSC (Shared Services Center) in Americas. In this role, you willmanage 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, 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 business unit functions in related IT processes.

**Main Responsibilities**

**COE**: Process Management IT Center of Excellence (COE) process implementation, documentation, improvement, and controls, aligned with DPDHL Standards and Cobit 5 framework.

**Relationship (Stakeholder) Management**: Continuous communication with stakeholders. Reporting progress of the 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.

**New Implementations**: Responsible of 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.
- Ensure 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.
- Ensure maintenance of appropriate documentation of IT assets, system configurations and inventory for all areas of responsibility.
- En

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