Assistant Manager - IT

ABOUT INFORMATION TECHNOLOGY AT DHL GLOBAL FORWARDING

The IT Infrastructure and Operations department at DHL Global Forwarding manages technology systems and services to ensure seamless operations and optimal performance. It oversees IT infrastructure, including networks and servers, and handles helpdesk support, system monitoring, and maintenance to address technical issues promptly. Collaborating with other IT teams and business units, the department drives technological advancements and delivers reliable IT services to support business goals.

JOB SUMMARY

The Manager of IT and Infrastructure Service Management at DHL Global Forwarding leads strategic IT infrastructure management and services. They oversee the IT infrastructure for the region, ensuring compliance, budget management, vendor relationships, compliance, and initiatives to enhance IT systems for optimal business support and security. This role ensures reliable IT services, fosters collaboration with stakeholders, and drives IT strategies for organizational success.

KEY RESPONSIBILITIES

Operational Excellence

• Manage IT infrastructure and operations across pan-India locations for DHL-DGF.
• Ensure compliance by reviewing and correcting agreements, SLAs, and SOW as per MSA.
• Assist in maintaining the IT budget by monitoring OPEX and CAPEX for project procurement and completion within planned timelines.
• Design and execute local SOPs to align with global standards and policies.

Technical Oversight

• Review and oversee IT infrastructure components such as antivirus, patch management, and network management in coordination with the BT team.
• Manage contracts cost-effectively and cultivate strong relationships with local IT suppliers.
• Supervise internet ILL, PRI telephony systems, and VoIP connectivity across all offices.
• Coordinate in designing, developing, testing, and implementing network refreshment projects nationwide.
• Manage DHL's IT inventory lifecycle in ServiceNow, including asset procurement and disposal coordination with Admin, Security, and HR teams.

Team Management

• Lead a team of managed IT engineers, providing day-to-day support aligned with business units.

Stakeholder Management

• Develop strong working relationships with IT service providers.
• Manage a team of IT specialists effectively.
• Ensure tools, governance, methodologies, and standards are understood and implemented by relevant stakeholders.

COMPETENCIES

Functional Competencies

• IT Infrastructure Management: Expertise in overseeing networks, servers, and systems.
• Vendor and Budget Management: Skilled in vendor negotiations, contracts, and budgeting.
• IT Service Management: Familiar with ITIL, project management, and IT security.
• Inventory and Asset Management: Proficient in managing assets and procurement processes.
• Disaster Recovery and Business Continuity: Experience in planning and implementing DR and BCP strategies.
• Cloud Computing: Knowledgeable in cloud technologies for scalable operations.
• Compliance and Standards: Ensures adherence to industry standards and regulations.

Behavioural Competencies

• Strategic Thinking: Aligns IT operations with organizational goals strategically.
• Attention to Detail: Meticulous in managing IT operations with precision.
• Adaptability: Adapts well to changing technology environments.
• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Process Improvement: Identifying opportunities to streamline processes and enhance productivity.
• Initiative: Taking proactive steps to improve processes or address issues without waiting for direction.

WHO CAN APPLY?

Must Have

• Bachelor's degree in IT or related field.
• 5+ years of experience in infrastructure or service environment.
• Strong proficiency in English and regional language.
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent communication skills, both in English and regional languages.

Preferred

• Certification in ITIL, Project Management, IT Security, or relevant IT Service Management areas.