DHL Freight Looking for Senior Manager – IT Service Management at Mumbai Metropolitan Region Full Time

Job Title: Senior Manager – IT Service Management

Job Location: India – Mumbai

Business Area: GSC, DGFF

Department: IT

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations” by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 4,600 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.

As the Senior Team Manager for IT Service Management (ITSM) in Mumbai, you will be instrumental in driving operational excellence, ensuring the delivery of top-tier IT services, and leading strategic ITSM initiatives. Reporting to the Head of IT ITSM – Mumbai, you will play a crucial role in enhancing service management practices, optimizing IT operations, and leading a team of ITSM professionals to support our business objectives in a dynamic environment.

Key Responsibilities:

• ITSM Leadership and Strategy: Collaborate closely with the Head of IT ITSM – Chennai to refine and implement the ITSM strategy, ensuring alignment with both regional and global IT objectives. Lead the adoption and continuous improvement of ITSM processes and frameworks within the Chennai center.
• Operational Excellence: Oversee the management and operation of ITSM processes, such as Incident, Problem, Change, and Service Request Management, to ensure high-quality IT service delivery. Drive the optimization of IT operations to support business needs efficiently.
• Team Development and Leadership: Lead and develop a highly skilled ITSM team, focusing on continuous skill enhancement, motivation, and performance management. Ensure the team is equipped to meet the evolving demands of the ITSM landscape.
• Stakeholder Engagement and Business Alignment: Establish and maintain strong relationships with business units and key stakeholders, ensuring IT services are closely aligned with business goals and priorities. Facilitate regular review meetings to discuss service performance and improvement opportunities.
• Project and Change Management: Coordinate with the Global PMO to manage ITSM-related projects, ensuring successful delivery within agreed timelines and budgets. Lead change management efforts to ensure smooth transition and adoption of new processes and technologies.
• Financial and Vendor Management: Manage the ITSM budget, including the development of business cases for ITSM investments. Oversee relationships with external vendors and service providers to ensure they meet contractual obligations and service level agreements.
• Communication and Collaboration: Foster an environment of open communication and collaboration within the ITSM team and across organizational boundaries. Conduct regular meetings to discuss progress, share knowledge, and address challenges.

Required Skills/Abilities:

• Proven track record with a minimum of 10 years in ITSM leadership roles, demonstrating expertise in implementing and managing IT service management frameworks and practices.
• Strong leadership skills with the ability to inspire and lead an ITSM team, fostering professional growth and high performance.
• Deep understanding of ITSM processes and best practices, with a focus on continuous improvement and operational efficiency.
• Solid experience in managing IT projects, particularly those related to ITSM implementations and improvements, with a strong aptitude for leading change.
• Ability to align ITSM services with business objectives, building productive relationships with key stakeholders.
• Exceptional communication abilities to effectively convey technical concepts and strategies to a diverse audience.
• Excellent problem-solving skills and adaptability to navigate a dynamic business environment.

Required Qualifications

• Bachelor’s degree in Information Technology, Business Management, or a related field. A master’s degree is highly desirable.

Certifications: (preferred)

• ITIL Certification to validate expertise in IT Service Management.
• PMP or equivalent project management certification.
• Additional certifications related to ITSM tools, Agile methodologies, or specific industry standards (if applicable)

Apply now and embark on an exciting journey with us! We offer:

• We recognize and reward your hard work through a competitive compensation and performance-based incentive.
• We empower you to learn and grow through training that gives you the knowledge, skills, and abilities to develop into your role and a great range of resources to support your future career aspirations & personal development.
• Flexible work arrangements to support work/life balance.
• Generous paid time off: Privilege (earned leave).
• Comprehensive medical insurance coverage including voluntary parental cover (applicable for IN only)
• Recognition & Engagement culture

By joining one of the world’s leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.

• The largest global network with over 44,000 passionate employees.
• The most efficient processes and fastest response times.
• The best solutions and customer service.