Job Description

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide, and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? And the more we connect, the better life on Earth becomes. Do you want to make a difference? If you have answered Yes! to the above, join our Insanely Customer-Centric team now! For more information on DHL Express, please visit workingatdhl.com.


DHL Express Global Head Office has an opening for Technical Director in the Customer Facing IT Domain. The key purpose of this role is:

• Responsible for high-quality design, delivery, and ownership of key platforms like Contact Centre as a Service (CCaaS).
• Build a multi-year strategy for a cloud strategy that will scale and optimize the IT stack in parallel with the hyper-growth of the organization.
• Act as a trusted advisor to other parts of IT organization and business leadership, work closely together to launch new programs and initiatives based on organization priorities.
• Provide multi-technology consulting services to internal IT and business functions to analyze and provide strategies and solutions on all aspects of Contact Centre application software, Cloud, infrastructure and related technology components.
• Ensure the interoperability of technologies within the strategic IT programs along with the development of Enterprise Architecture practices, governance and design patterns.
• Facilitate the development and commercial effectiveness of IT services, through management of the optimization of technology and service constructs.
• Ensure the integrity of the production IT services through expert knowledge-based advice on technology solution development, and governance of change into the technology environment.
• Take responsibility and participate in the integration of the roadmap solution by devising the internal co-ordination of the solution implementation.
• Own the architectural design for Contact Centre as a Service (CCaaS) platform that will enable achievement of business strategy and organization objectives.
• Manage or coordinate between several applications/products/services as part of the customer-facing applications, including build and run elements to support optimum functioning of the business functions.
• Provide product and project oversight to ensure that project is delivered to agreed scope, time, cost, quality, governance and satisfaction, as per agreed roadmaps.
• Provide technical oversight to ensure that changes are in line with architecture and are developed with highest quality standards for customer experience, performance and availability.

The best-fit candidate may be based in Europe, India (Chennai), Malaysia (KUL or CBJ) or Singapore.



YOUR TASKS

• Develop and hire the team - managing a global department, including career development/coaching, expectations setting, bi-annual performance reviews, resource planning, and department growth including hiring
• Seek to understand how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states and model these interactions to guide technology strategy in order to better achieve the strategic goals and objectives of the business.
• Work cross-functionally to understand the linkage between DHL Express' business goals, business architectures, and technology architectures - and strive to further DHL Express’ business goals via organic or inorganic evolution of reference architectures.
• Own the long-term vision for the enterprise architecture; desired technology processes and systems and system integration.
• Support development of 3 to 5 year roadmaps for technology domains and services that articulate DHL Express' evolution based on strategic and architectural analysis
• Lead the implementation of current and future state roadmap; partner cross-functionally to design. Facilitate the integration framework and multi-cloud application integration architecture and implementation.
• Provide thought leadership and direction in architecting Contact Centre applications and define an enterprise-wide integrations vision and plan with functional support ensuring that technical decisions support DHL Express’ quality, performance, scalability, reliability, availability, and security goals.
• Apply a structured business architecture approach and methodology for capturing the key views of the business units in the context of the enterprise.
• Capture the tactical and strategic business goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance.
• Enumerate, analyze, catalog, and suggest improvements to the organization’s strategic, core and support processes, as needed, to support strategic and operational goals.
• Enumerate, analyze, and suggest improvements to the structural relationships of the business. This requires the creation and maintenance of an ongoing model of roles and capabilities, and the interplay between organization’s business units in various business processes, materials, people, and systems.
• Support the governance process required to ensure the continued integrity of company data.
• Work with business functions to understand needs, priorities and issues to plan the associated IT roadmaps.
• Provide consultancy and support business on the customer facing web application development to improve overall customer experience through digitalization.
• To drive techno-functional discussion in Omni Channel space enterprise wide.
• Accountable that projects are delivered to agreed time, cost, quality, governance and satisfaction.
• Ownership and resolution of issues reported on systems in production to ensure minimum business disruption.
• Manage external/internal IT resources engaged during the execution of a project.
• Work directly with DHL customers, suppliers or internal staff (at global/regional/functional levels).
• Participate in global project teams based on role and involvement.
• Act as Global Business IT lead for global projects with full responsibility on the delivery side of the IT component.
  

WHAT WE NEED FROM YOU

• Minimum 15 years of multi-disciplined IT experience and IT solutions development and implementation experience: Proven track record for managing and delivering complex IT solutions.
• Significant demonstrable skills in a wide variety of IT Services, Software, Applications Cloud Services, Networking, Datacenter Communications (including Contact Centre), Security, End-User Computing and Digital Business Solutions.
• Proven experience integrating the solution for the project with the business domain, enterprise concerns, industry standards, established patterns, and best practices.
• Strong knowledge of global voice and GDPR regulatory and data sovereignty requirements.
• Proven experience in managing enterprise license frame and budget.
• In-depth knowledge and hands-on experience with Enterprise Architecture strategy and roadmap development utilizing standard framework and methodologies such as TOGAF or Zachman.
• Proven IT operations experience with good understanding of ITIL processes.
• Direct experience in architecting and implementing large scale and complex IT projects involving multiple technologies for on-premises, Public Cloud, Hybrid Cloud and multi-cloud.
• Strong understanding of relational data structures, theories, principles, and practices.
• Demonstrated expertise with financial/logistics services application environment, and data / information system life cycle methodologies.
• Experience with business requirements analysis, entity relationship planning, reporting structures, and Master Data Management.
• Strong understanding and experience of Web services, SOA (Service Oriented Architecture), and EAI (Enterprise Application Integration).
• Demonstrated track record of devising technology plan aligned with business program and effective implementations.
• Excellent communication skills, both written and verbal.
• Ability to develop multiple, global initiatives autonomously.
• Get-it-done attitude: Capable to break through organizational silos; Manage and achieve goals in a matrix environment; Quick to adopt best practice rather than re-invent the wheel.
• Flexibility in operating style and attitude.
• Diplomatic, tactful, patient and sensitive to cultural differences.
• Positive and contributory attitude, total dedication to customer’s needs. Highly customer oriented.
• Global experience, collaboration and teaming.
• Self-motivated and ability to team with, and manage, a strong partner/supplier system.
• Resilient, capable of recovering quickly from setbacks. Maintains performance under pressure.
• Respect and Result focused behavior.
• University Degree in Computer Science, Information Systems, Business Administration or related field or similar experience/education.
• Desirable if you have Professional Certification in at least one relevant Project Management Technique (Prince2 or PMI) and IT Service Management Technique (i.e., ITIL).
  

Do you see a personal challenge in these versatile and responsible tasks? Apply now - we look forward to receiving your application!

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