Sr. IT Manager Shared Services Center Americas

hace 5 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 Senior IT Manager for its SSC 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.

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. 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.

**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 progres

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