IT Program Delivery Support Manager

Job Purpose

To act as the central point of contact for support by area and regional IT Programs deployments. Provide direct local support for all implementations and deployments of DHL services. Provide regular reports to country IT Programs Delivery Manager on status of all projects. To work with country IT Services Manager and business to ensure that adequate resources for both IT and business are available to support all agreed project plans. Provide support to Infrastructure Manager for facility and infrastructure projects as required

RESPONSIBILITES

• Working relationship with Country business teams, e.g. working with OPS, GTWY, FINANACE, CS & COMMERCIAL teams to deploy EGAP solutions and achieve functional must-do’s and KPIs.
• Working relationship with Regional Program Management to channel requirement and/or change requests and planning Country deployments.
• Working relationships with ITSC’s (and other service providers) to priorities projects, review impact of service performance on issues and requests raised by external or internal customers.
• Manage the project and report regularly against the project plan to ensure visibility of project progress.
• Develop project plans, scope, key stakeholder requirements.
• Monitor investment cost, ensure adequate resources are available.
• Identify project costs and benefits.
• Produce project plans that define the purpose, scope, deliverables and success criteria for each project. Obtain agreement to these plans from all project sponsors.
• Produce or draft a project budget.
• Assemble project teams as appropriate from internal staff and outside vendors.
• Manage the projects according to agreed plans and budgets.
• Identify risks that could impact the completion of the project within budget and on time.
• Escalate issues as appropriate and ensure resolution.
• Complete project “Life Cycle” and ensure project sign off.
• Carry out post project reviews to identify if the originally determined benefits have been realized and take corrective or remedial action as appropriate.
• Manage internal regional or global workgroups to deliver country projects.
• Define the scope and goals of projects to meet the Region or Country’s objectives with the IT Programs Delivery Manager.
• Standardize service portfolio by aligning services offered as per the EGAP portfolio and guidelines.
• Create awareness of solutions and services amongst country business units
• Productize appropriate solutions (as per global direction) to reduce the time to market.
• Optimize business and operations processes via automation
• Manage the project team to ensure the identified project methodology is adhered to and deliverables are achieved.
• Foster cooperation and a strong customer-focused approach within the project team.
• Develop a high-performance service culture within the project team.
  
  
  

Requirements

• Strong technical background and understanding of business and operational processes.
• Good knowledge of telecommunications and networking.
• Ability to direct and influence other senior managers outside the direct line management structure to undertake activities and achieve project objectives.
• Excellent spoken and written English communication skills.
• Excellent presentation and facilitation skills.
• Recognized industry-standard Project Management methodologies (e.g. Prince 2/PMP)
• At least 5 years of multi-disciplined IT experience including:
• Experience in a large, sophisticated organization with high transaction/volume environment including the physical shipment of goods.
• Exposures to an IT department delivering IT strategies that are tied to business goals.
• In depth understanding of international standards such as ISO and ITIL.
• Energetic, enthusiastic, results oriented and driven by goal achievement with a strong focus on excellence and high-quality project delivery.
• Degree in Information Services (or equivalent)