Application Service Manager

DHL Group IT Group Functions Position

DHL Group, the logistics provider of the world with over 580,000 employees in more than 220 countries and territories, is an organization that is not just moving goods around. We have a very clear purpose: Connecting People. Improving Lives. We provide challenges and opportunities 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 largest world leaders in logistics and supply chain.

Our role at IT Group Functions (IT GF) is to address the information and technology needs of the Corporate Center, the GBS Service Lines, and CSI to make them successful in their digital transformations. We maximize the value for our Business Partners by delivering transformational programs, IT applications, and IT architecture that are integrated, innovative, and cost-efficient. We address the critical topics of information security (incl. SaaS security), data protection, and compliance to protect DHL Group from harm. We pride ourselves that our employees are professionally capable, diverse, and socially responsible.

Ready to immerse yourself in the exciting world of IT Group Functions? Join the team and bring your expertise on board! As part of DHL Group, you will be working with a global network of IT colleagues and benefit from a wide range of development opportunities.

We are looking for an immediate, full-time, permanent position in APAC at Cyberjaya, Malaysia.

Job Purpose:

Implement IT Service Management plans for the development and continual improvement of service management policies and processes in line with overall divisional business strategy and objectives and group guidelines and policies. Management and Single Point of Contact of IT Services in the areas of Hosting and managed Applications.

Your tasks:

• Ownership of selected (Managed) Applications or Hosting Services
• Support in Service Management of other Managed Applications
• Act as liaison between IT Service Owners, Business Application Owners, and IT Product Managers to ensure collaboration and implementation of ITSM requirements
• Ensure services are provisioned within the agreed Service Levels, in particular availability and quality
• Contribute to the development of IT Service Management deliverables such as current state assessment reports, future state designs, requirements documents, IT process flows, operational procedures, training plans. In particular further develop Service Level Management target models including definition and adjustment of Service Level Requirements within the scope of Group Functions
• Regular review of Service Designs against Service Level Requirements including gap analysis and mitigation planning
• Perform regular Service Performance Reviews with IT-Services, Business Partners und Third Party Suppliers
• Track and regularly report on the resolution of IT Incidents and Problems including management of resolutions and escalations related to Emergency or Major Incidents and Problems with IT suppliers including third-parties
• Ensure compliance of all services against corporate target models, including ISTM, GWSS, and other IT related policies, standards, and guidelines
• Manage IT-Services and Third-Party supplier relationships for SaaS applications
• Provide Budget guidance and roadmap planning related to components that ensure effective and efficient provision of IT Services (Out of scope: functional requirements)
• Further develop tools and standards that are used within IT Group Functions related to Service Management, including data quality assurance
• Conduct day to day administration of IT Service Management projects such as providing guidance and advice involving IT Service Management processes, including assessment, design, implementation, and improvement of those processes.
• Deploy best practices to coordinate the efforts around keeping the Technical Service Catalogue updated on a regular basis, ensuing accuracy of the information with the relevant business and technical owners.
• Ensure auditable documentation is produced, updated, and stored appropriately, so it can be easily referenced by members of the IT department

Your profile:

Education Level

• Masters degree in (Business) Informatics, Software Engineering, or IT Management
• Professional SCRUM Product Owner (PSPO) or equivalent
• ITIL V4 Foundation or equivalent

Experience Level

• Experience more than 6 years of professional IT or analysts experience in large corporate environments or consultancies
• Preferred past roles: Service Owner, Service Manager, Product Owner

DHL Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

If this is something you would like to do, don't hesitate and start your application.