Manager – IT, Global Service Desk

Join our “Global IT Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Manager – IT, Global Service Desk

Job Grade – K

Job Location: Chennai

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations in 2022” by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,100 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.

In this role, you will be responsible for managing and overseeing the Service Desk teams across multiple locations (Mumbai, Chennai, and Manila), ensuring the effective handling of all Level 1 (L1) IT support for end users, network issues, and GSC product-related inquiries. The role requires close coordination with the Centre ISM managers, Centre IT Heads, and GSC BuIT product owners/Teams to resolve tickets, ensure timely updates, and highlight critical issues for escalation. The Manager will drive operational excellence in providing exceptional customer service while managing a team that supports a diverse IT infrastructure.

Key Responsibilities:

• Service Desk Operations:
• Lead and manage the Service Desk teams located in Mumbai, Chennai, and Manila to provide seamless IT support across the organization.
• Ensure effective management of L1 support for end users (BuIT), including network-related issues, End-user issues, software, and other IT requests.
• Develop, implement, and continuously refine service desk policies, processes, and procedures to improve operational efficiency and customer satisfaction.
• Monitor ticket queues to ensure that SLAs (Service Level Agreements) are met and exceeded, ensuring timely resolution of issues.
• Conduct regular performance reviews for the Service Desk team, providing coaching, training, and development plans to drive high performance.
• Provide mentorship and guidance to team leaders and service desk analysts to foster a culture of continuous improvement.
• Incident & Problem Management:
• Take ownership of the incident management process, ensuring that high-priority issues are escalated, tracked, and resolved promptly.
• Coordinate with Centre IT Heads and Centre ISM to ensure that security incidents are managed in accordance with company policies and guidelines.
• Lead major incident resolution efforts, ensuring proper communication and escalation to leadership and stakeholders.
• Conduct root cause analysis for recurring incidents and implement corrective actions to minimize future issues.
• Coordination with IT Stakeholders:
• Act as the primary liaison between the Service Desk team and key stakeholders, including ISMs, Center IT heads, and other functional teams.
• Collaborate with GSC BuIT leaders and departments to ensure the alignment of Service Desk activities with overall IT strategy and business objectives.
• Provide regular updates to stakeholders on key issues, ticket statuses, and overall service desk performance.
• Work closely with other GSC BuIT teams to ensure proper handoffs and escalation paths for issues requiring L2/L3 support.
• GSC Product Support & Vendor Coordination:
• Manage and oversee L1 support for all GSC products and services, ensuring that the service desk provides efficient troubleshooting and issue resolution.
• Work closely with product owners to get access to new product downloads, updates, and patches, and ensure the service desk team is trained on new product functionalities.
• Escalate any recurring product issues or bugs to product owners and ensure appropriate tracking and resolution.
• Continuous Improvement & Reporting:
• Analyze service desk metrics and performance data to identify trends, areas for improvement, and operational bottlenecks.
• Provide regular reports to leadership on service desk performance, incident trends, SLA compliance, and resource allocation.
• Drive initiatives to improve overall customer experience, such as knowledge base creation, self-service portals, and automation of routine tasks.
• Implement ITIL best practices and other relevant frameworks to improve service delivery and incident management.
• Collaboration with Information Security:
• Ensure that the Service Desk follows security protocols and that incidents related to information security are promptly addressed.
• Coordinate with the ISM on security-related tickets, ensuring appropriate measures are taken for data protection and compliance with organizational security standards.
• Business Continuity & Risk Management:
• Ensure that the Service Desk is prepared for any disruptions by maintaining robust disaster recovery plans and business continuity protocols.
• Identify and mitigate risks related to IT service delivery and ensure appropriate backup and recovery measures are in place.
• Team Management:
• Cross-Cultural Communication: Engages diverse teams across locations with cultural sensitivity.
• Team Leadership & Motivation: Inspires and sustains high morale across regions.
• Performance Management & Coaching: Sets goals, conducts reviews, and supports development.
• Conflict Resolution: Resolves team conflicts swiftly and diplomatically.
• Empathy & Emotional Intelligence: Fosters trust through understanding team needs.
• Delegation & Empowerment: Assigns responsibilities effectively, promoting accountability.
• Change Management: Guides teams smoothly through organizational changes.
• Training & Development: Prioritizes ongoing skill-building and knowledge updates.
• Stakeholder Management: Builds strong relationships for alignment with GSC goals.
  
  
  

Required Skills/Abilities:

• Bachelor’s degree in Computer Science, Information Technology, or related field. Advanced certifications in IT Service Management (e.g., ITIL, PMP) are a plus.
• Leadership & People Management: Proven experience in leading cross-functional teams across multiple geographies, with the ability to manage performance, motivate, and develop staff.
• IT Service Management (ITSM): Strong knowledge of ITSM frameworks (such as ITIL) and experience in implementing incident, problem, and change management processes.
• Technical Proficiency: Solid understanding of network fundamentals, system administration, hardware, software, and enterprise applications. Experience managing L1/L2 support teams.
• Communication & Stakeholder Management: Excellent verbal and written communication skills with the ability to convey technical information to non-technical stakeholders and liaise effectively with senior management.
• Problem-solving: Strong analytical and problem-solving skills with the ability to prioritize and make decisions in high-pressure environments.
• Customer Focus: A deep commitment to providing outstanding customer service, with the ability to manage user expectations and resolve issues effectively.
• Collaboration & Teamwork: Able to work collaboratively across teams and departments, particularly with IT, product teams, and business users.
  
  
  

Join our team at DHL Global Forwarding, Freight (DGFF), Shared Services (GSC), a Great Place to Work certified organization and as a part of a forwarding division, proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Apply now and embark on an exciting journey with us! We offer:

• We recognize and reward your hard work through a competitive compensation and performance-based incentive.
• We empower you to learn and grow through training that gives you the knowledge, skills, and abilities to develop into your role and a great range of resources to support your future career aspirations & personal development.
• Flexible work arrangements to support work/life balance.
• Generous paid time off: Privilege (earned leave).
• Comprehensive medical insurance coverage including voluntary parental cover (applicable for IN only)
• Recognition & Engagement culture
  
  
  

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.