Senior Service Manager
5 days ago
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
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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