DHL
Technical End User & Field Service Mgmt Lead - (Plantation, FL - Houston, TX - Tempe, AZ)
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Job Description
- Req#: DPDHGLOBAL24007WYEXTERNALENGLOBAL
- This role is responsible for assuring integrity of End User services and meets overall IT strategy. This role will provide senior technical level of End User Engineering (operational) and follow up the global guidelines
- This position will have overall accountability for all technical end user support services including EU engineering, vendor management and desktop support technologies for DHL Express service centers and HQ offices
- Design, complete and implement technical development plans to End User Services Team based on IT Service Management framework that incorporate multiple domains and vendors
- Develop and implement Continual Service Improvement (CSI) plans to be in compliance with IT services and audit recommendations
- Ensures uninterrupted end-to-end service quality delivered based on KPI's and KRI's of industry (to internal IT customers, IT external customers)
- Setup and develop plans of End User Services to implement Business Continuity Management process
- Providing domain expertise of End User Technologies:
- Follow up global End User strategy & definition of local strategies to DHL services (e.g. Scanner, End Point services)
- Manage and develop new local end user standards based on the cybersecurity guidelines
- Design, implement and drive solutions to End User and IT Service Management based on Audit recommendations and global guidelines of the industry (e.g. disaster recovery, business continuity management
- Typically requires BS/BA in related subject area and 10+ years of Technology Experience in related field or MS/MA
- Professional certification or similar:
- Microsoft Azure Fundamentals
- Microsoft Azure M365 Fundamentals
- Microsoft Azure Development Associate
- Microsoft Azure Security, compliance and identify fundamentals
- ITIL v3 or v4, ITIL CSI
- Knowledge of ITIL functions (Incident Management, Change Management, Knowledge base and Problems Management, IT Asset and License Management, Service Level Management)
- Experience with SRE - Site Reliability Engineering practices and development services
- Strong knowledge implementing IT Security hardening processes into End User environments
- Skilled in communicating conceptual and technical information both verbally (on phone, one-on-one, to groups) and writing (reports & presentations) to various audiences (work group team, management, sr leadership)
- Basic project management/networking abilities bringing together groups from different areas of the DHL business
- Requires compelling team leadership of direct and indirect reports and professional, collaborative approach with vendor-partners to ensure accountability and performance
- Competitive Pay
- Bonus/Incentive Programs
- Retirement Savings – 401K with company match
- myShares - Voluntary plan to buy discounted company shares
- Medical, Dental, Vision, well-being programs
- Tuition Reimbursement
- Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
- Paid Leave
- Employee Discount Program
- Employee Assistance & Work Life Program
- Outstanding training opportunities
What makes DHL great?Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.
Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine
DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
Start YOUR career with DHL today…
TheTechnical End User and Service Manager, working with the Head of End User Services, will be a critical member of the IT Infrastructure team and work closely with C-Level and multi-functional teams to develop processes and controls that improve efficiency, follow up corporate end user policies and IT Service management procedures, increase customer satisfaction and make user experience better. As an accomplished End User and IT Service Management responsibilities, you will oversee core business and back-office operations including: IT End User Services, IT Service Management, Application Services, IT Cybersecurity Compliance, Vendor Management.
Key Responsibilities:
Skills & Qualifications:
Employee Benefits & Incentives
DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:
DHL 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. The EEO is the Law poster is available here:https://www.eeoc.gov/employers/eeo-law-poster
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
About the company
We are an international team of over 400,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization.