Director, Customer Engagement Programs (IT)
Full-time
Director/C-Level
2 months ago
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge and.....
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
We are currently looking for passionate professional to join our Regional Business IT team. Join us and bring your expertise on board!
About the Role
As the Director of Customer Engagement Programs, you play a key role in shaping IT programs and EGAP deployment covering Customer Service, Commercial across Express Asia Pacific excluding China (APEC) countries.
- Manage a team of regional Program Managers and IT Specialists, working closely with Global, Regional and Country IT and functional teams to deliver new capabilities, manage the deployment, delivery of solutions, and ensure alignment to business and IT strategies.
- Responsible for delivering the short and long-term business IT priorities in APEC, developing the regional EGAP implementation strategy to maximise the value from the utilisation of EGAP.
- Champion critical business and regulatory system enhancements to ensure continued smooth running of the function's operations.
- Leverage new technologies and explore implementation into solutions that enhance business performance and deliver value.
Key Tasks
- Planning and delivery of Global & Regional IT Programs across APEC countries
- Active representative on project organisations of all significant projects within the functional domain
- Express IT representative to the Regional functional reps and APEC countries for related IT program and project activities
- Align and resolve priority or funding conflicts between functional projects
- Represent APEC Region and Country requirements in Global programs
- Establish and maintain the capability to capture and progress requirements for the functional area
- Train Regional and Country IT & Business teams to support implementation of global and regional IT solutions
- On-time and on-budget delivery of projects and Change Management to deliver new IT capabilities and solutions across APEC countries
- Guide APEC countries on Global SOP adherence and business processes changes & automation to deliver optimal outcomes
- Build working relationship with key IT and functional stakeholders, align regional requirements and communicate roadmaps and status.
- Partner across functions on X-functional programs, align and leverage potential synergies
- Deliver regular value/outcome tracking and progress reports
- Manage program portfolio financials/ P&L, and related cost optimisation
- Manage, coach, and develop a high-performing regional program team
- Allocate resources effectively to meet regional goals
Requirements
- Minimum Bachelors Degree in IT, Computer Science or related disciplines
- Relevant professional certificates - Prince2, PMI and/or ITIL
- At least 10 years of experience across multiple disciplines, including Program Management, Technology Change Management, Solution Implementation, Relationship Management
- Good collaboration skills and ability to partner and influence cross-functionally
- Proven hands-on experience of delivering major programs in a regional/country capacity managing stakeholders and partners
- Experience delivering business, technology and customer experience that is aligned to business goals
- Good team player with strong written and oral communication
- Ability to cope with pressure, flexibility, and to adjust course to meet with changing stakeholder expectations
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