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    Senior Service Manager - Malaysia, Selangor - DHL Express (Malaysia) Sdn Bhd

    DHL Express (Malaysia) Sdn Bhd
    DHL Express (Malaysia) Sdn Bhd Malaysia, Selangor

    2 weeks ago

    dhl express (malaysia) sdn bhd background
    Full time Transportation / Logistics
    Description

    Senior Service Manager (DHL Supply Chain)About us

    Are you a motivated, organized person seeking an exciting and rewarding opening in a fast-paced environment Would you enjoy being part of a committed team that works together to create a relevant, important difference in the lives of our customers and employees If you're looking for change, and you're ready to make changes ... we're looking for you.

    As the Senior Service Manager, you will be accountable for the delivery of the Blue Yonder / Manhattan WM services. As the Senior Service Manager, you will govern of the daily RUN for the Global Blue Yonder / Manhattan WM platform (including major business escalations), definition of RUN continual improvement and stabilization plan and manage the implementation of the support strategy across the different support tiers (L1 / L2 / L3). You will also drive the innovation roadmap for the service (RUN) Operational Vendor Management for the key support vendors.

    Responsibilities

    • Support the definition of the Operating Level Agreement (OLA) in the support Model
    • Support the definition and measure against service level targets/key performance indicators (KPIs) for the suppliers
    • Ensure that supplier performance meets or exceeds service level targets.
    • Identify opportunities for re-organization of service operations to increase value by reducing costs or improving quality
    • Agree on the Service Scope of Service and associated Service Level Agreements (SLAs)
    • Support the strategy of standardization, centralization, utilization of ITS as key vendor while maintaining or lowering the support cost per unit.
    • Solution efficiency and differing ways of delivering the Service (i.e., SaaS)
    • Onboard of new solutions (i.e., Cloud solution)
    • Provide guidance on service operations strategy and stan dards.
    • Supporting the business running operations, when appropriate

    Requirements

    • Deep and broad understanding of the Logistics / Supply Chain marketplace
    • Excellent knowledge of ITS and CoE's for other DSC domains
    • Deep and broad knowledge of key strategic products within the logistics environment
    • Acting as SME (subject matter expert) for the service Delivery area in the landscape
    • Excellent Blue Yonder / Manhattan WMS technology knowledge (training will be provided to get to proficient level)
    • At least +9 years of multi-disciplined IT experience including:
    • Experience in large and sophisticated IT organizations with high volume / high transaction environment
    • Service management experience in multiple IT Products
    • Extensive experience in supporting and maintaining complex IT solutions with business unit and customer facing environment
    • ITIL 4 certification at least in Foundation level
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