Business & Technical Service Senior Manager at DHL

Why You'll Love This Role


As a Business & Technical Service Senior Manager, you'll be at the centre of the DHL Express network, leading and managing the delivery of business and technical services that support operational excellence, regulatory compliance, and strategic growth. This role ensures the effective performance of IT infrastructure, service management, and business-critical applications, with a strong focus on quality, customer satisfaction, and cross-functional collaboration.


What you'll own


Ensure user support services meet or exceed SLA targets, enabling business continuity and performance improvement.
Lead trend and root cause analysis to drive proactive support and continuous service improvement.
Oversee Helpdesk operations and support teams to ensure service excellence and responsiveness.
Monitor service desk performance, incident trends, and IT requests to identify improvement opportunities.
Own and manage the country-level Disaster Recovery Plan (DRP), ensuring readiness and resilience.
Ensure timely replacement of end-of-life equipment and execution of maintenance plans to prevent service disruptions.
Champion service quality by supporting end users and ensuring IT services enhance productivity.
Provide oversight for database maintenance and enhancements to customs-related applications.
Influence stakeholders buy-in and commitment to initiatives through strategic engagement.
Lead planning, deployment, and upgrades of systems, networks, and applications with minimal business disruption.
Ensure project milestones are met, and deliverables align with business requirements.
Build and sustain strategic relationships with internal and external stakeholders to support business and technical alignment.
Develop high-performing teams with the right mix of skills and commitment to deliver business outcomes.
Oversee all aspects of IT operations, ensuring timely and effective response to user needs.
Provide strategic direction and leadership to ensure SOPs, SLAs, and performance measures are implemented and adhered to.
Ensure compliance with ISO standards and infrastructure policies.
Monitor and optimize IT costs, systems, and infrastructure to support business growth.
Ensure maximum uptime across networks, servers, applications, and telephony systems.
Lead system upgrades, patching, and installations with minimal disruption.
Embed quality standards into procedures, training, and role definitions.
Manage procurement and vendor payments to ensure service availability and cost control.
Align with regional and global performance measures and reporting standards.
Supervise IT support teams to ensure SLA compliance and service excellence.
Maintain accurate and up-to-date technical documentation and shared knowledge bases.
Lead change management processes to prevent unplanned downtime and ensure smooth transitions.
Ensure configuration management is executed with precision and completeness.
Assess risks and impacts of proposed changes, define acceptance criteria, and lead testing and implementation.
Support the DPO in ensuring that the business complies with data protection laws (like the GDPR in the EU, POPIA in South Africa, or similar regulations elsewhere)
Proactively assess and communicate to the DPO any technical risks to business operations.
Ensure user support services meet or exceed SLA targets, enabling business continuity and performance improvement.
Oversee Helpdesk operations and support teams to ensure service excellence and responsiveness.
Recruit, build, and develop a motivated team to maximize performance and achieve objectives.


What we are looking for


Degree in Information Technology, Computer Science, Business Management, or similar field.
Postgraduate studies or certifications in ITIL, PMP, COBIT, ISO is advantageous.
8+ years progressive experience in IT service management, technical operations, or business systems support.
6+ years in a senior leadership or management role.
Strong grasp of IT service delivery frameworks and infrastructure management.
Proficiency in SLA/OLA management, risk mitigation, and business continuity planning.
Solid understanding of incident, problem, and root cause analysis processes
Experience as a Data Protection Officer is advantageous