Senior Service Manager

5 days ago


Singapore DHL SUPPLY CHAIN SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

DHL Supply Chain are seeking a skilled and experienced 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.

Your Key Accountabilities Include:

  • 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 standards.
  • Supporting the business running operations, when appropriate

What We Are Looking for From You:

  • 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
  • ITIL4 certificate
Tell employers what skills you have

WMS
Excellent Communication Skills
IT Service Management
Microsoft Excel
Supplier Performance
Service Management
Supply Chain
Service Level
Strategy
Vendor Management
SaaS
ITIL
Service Delivery

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