Job Description

DHL Express - a company that connects people!
What makes DHL great? Our People! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No.1 World's Best Workplace(TM) by Great Place to Work and Fortune Magazine, DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other, and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today...
Role Purpose
The Program Manager is responsible for organising, structuring, and driving program activities within the CS IT landscape. In this capacity, the role will streamline Cloud Contact Centre Delivery scope and ensure the velocity deployment of 2026 is achieved with the right monitoring and support to regions and countries, safeguarding the quality aspects in parallel.
Supports the execution and deployment of the CCaaS project by tracking the agreed deployment standards and ensuring DHL is accountable for prerequisites that are prepared in accordance with the plan.
Ensures tools and mechanisms are in place to ensure 100% uptime of the CCaaS service as the high-velocity deployment progresses.
How will you contribute to the success of DHL?
Customer: Business and Functional roles: External and Internal

• Act as a key global lead to the Business Functions and Countries to align and drive the Cloud Contact Centre program delivery.
• Guide the global and regional teams to ensure that the programs and projects are managed in a harmonized way, with maximum sharing and minimal effort duplication/overlaps.
• Research technology & business trends, keep abreast, and explore competitive opportunities, especially in the area of Cloud Contact Centre stack.
• Review and align the global business requirements for business solutions and communicate progress and status.

Stakeholder: External and Internal

• Establish and manage relationships with external and internal stakeholders, agree on the overall program of work and timelines, and resolve escalations.
• Ensure the delivery of assigned programs and projects within the time, cost, and quality constraints.

Do you have what it takes?

• Strong academic credentials.
• Master's in Computer Science, Mathematics, Engineering, Statistical Science, Business Administration, or similar.
• Certification in Project Management is desirable.
• Certification in Programming is desirable.
• Educated to degree level or equivalent combination of experience and education.
• This is a program management-focused Techni Functional person with a deep understanding of the Contact Centre business area and respective Technology stack, with a high comfort level working with technology teams.
• 15 years of experience in Networks and Contact Centre Technology Stack, with a minimum of 5 years involved with Cloud contact Centre implementations.
• Experience in implementing Cloud Contact Centre Solutions and appropriate change management aspects.
• Project management experience.
• Superior analytical and problem-solving skills, with demonstrated intellectual and analytical rigor.
• Must be team-oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities.
• Powerful project management skills and experience, preferably with a bottom-line orientation.
• Good understanding of Cloud Fabric Framework, SaaS service management, and Security scope areas.
• Excellent interpersonal skills, strong verbal and written communications skills - capable of developing well-structured communications and presentations.
• Demonstrated experience presenting ideas and analysis to stakeholders.
• Experience and in-depth knowledge of the Contact Centre business area.
• Demonstrated ability to build new processes, workflows, policies, and functions as well as to collaborate with a range of stakeholders throughout a matrix organization.
• Flexible and creative thinker with the ability to define business trade-offs, generate out-of-the-box solutions, and manage uncertainty.
• Strategic and analytical with the ability to synthesize and organize data/information into actionable recommendations with clear customer and shareholder impact.
• Very detail-oriented, is expected to ensure the highest level of quality/rigor.
• Global mindset, desire, and demonstrated ability to work cross-culturally and in a matrix organization.
• Team-oriented, goal-oriented, and flexible with a proven track record in collaborating with multiple stakeholders and driving results.
• Multi-disciplinary thinking skills: creative, analytic, strategic.

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor's, Master's, or MBA certificate).
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Recruitment Team

Skills Required