Job Description

Join our Business Support team at DHL Global Forwarding, Freight (DGFF) GSC - Global Service Centre!
Job Title: IT Manager PMO Support - Business Support
RCS Grade: K
Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)
As an IT Manager CFS for the Business Support service line, you will oversee end-to-end Customer BUIT projects for Americas customers. Your role will focus on delivering well-architected solutions that enhance both customer and business experiences. Responsibilities include gathering requirements, developing, and delivering projects using DHL technology platforms, collaborating with vendors and internal teams to facilitate technical integrations. This role requires a blend of business and technical expertise, strategic vision, and the drive to execute in alignment with business objectives and Group guidelines.
Key Responsibilities:

• Possess knowledge of the Software Development Life Cycle (SDLC).
• Gather requirements to understand the business environment, processes, workflows, and functional needs.
• Understand DHL data models to generate reporting, analytics, web, and other IT solutions based on business needs.
• Thoroughly understand the business needs the product is designed to meet and use this understanding to guide testing.
• Execute quality control tests to validate deliverables and ensure they meet documented requirements.
• Document product content and specifications using internal tools.
• Collaborate with team members to ensure product and process quality.
• Provide consultation on formulating and defining scope of work and objectives to formalize technical project plans based on user needs, system requirements, and best practices.
• Engage with various stakeholders, including Business Owners, Product Owners, Infrastructure Teams, Support Teams, and Testing Teams.
• Interact with the team, customers, operations, and management using strong written and verbal communication skills.
• Ensure deliverables are high quality, meet documented requirements, and are completed on or ahead of schedule.
• Manage the change and release process to production.
• Operate effectively in a high-change environment.
• Meet aggressive deadlines and provide quick turnarounds.
• Ability to work and move forward independently with limited oversight from management.
• Manage relationships with vendors to ensure timely delivery of services.
• Build strong, trusting cross-functional relationships with DHL Group Managers.
• Chase owners or actions, escalate when required, and push back in a professional, documented manner.
• "Can-do" attitude to document solutions and decisions for stakeholders to review and confirm.
• Make informed decisions to drive project success, resolve conflicts, and ensure project objectives are met.
• Manage projects in a matrix organization.
• Ability to consistently manage demanding internal and external senior stakeholders.

Required Skills and Abilities:

• Educational Background:

• Bachelor's degree in computer science, Information Systems, or a related field (preferred).
• Project Management certification is an added advantage.
• Technical Expertise:

• Proficient in relational database design and management techniques.
• Strong ability to execute complex SQL queries for reporting purposes.
• Knowledge of data analytics and reporting tools.
• Familiarity with customer integrations, including EDI and API.
• Understanding of information processing principles and practices.
• Strong knowledge of system and software quality assurance best practices and methodologies.
• Domain Knowledge:

• Knowledge of Logistics and Supply Chain; experience in these fields is preferred.
• Soft Skills and Communication:

• Excellent oral, interpersonal, and written communication skills.
• Strong customer-facing skills with the ability to communicate technical concepts in user-friendly language.
• Exceptional writing and documentation abilities.
• Strong verbal and written communication skills to effectively interact with stakeholders.
• Problem-Solving and Decision-Making:

• Excellent decision-making abilities and problem-solving skills.
• Highly self-motivated and detail-oriented, with the ability to prioritize and execute tasks in high-pressure environments.
• Research and Learning:

• Able to conduct research into application issues, emerging technologies, trends, standards, and products as needed.
• Project Management and Organization:

• Ability to manage small to medium-sized projects.
• Proficient in Microsoft Teams, PowerPoint, Project, and Microsoft Office Suite.
• Analytical and Interpersonal Skills:

• Strong analytical skills with a deep understanding of end-user needs and requirements.
• Capable of conducting research to resolve issues or improve processes.

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!
Why Join Our Shared Services (GSC) Team?
At GSC, you will be part of a strong team that respects its employees, society, and the environment. You will interact with people from all over the world and get the chance to experience the unique international spirit of GSC DHL. We offer benefits and programs to help you manage your time at and away from work, enabling a healthy work/life balance. With highly competitive compensation, incentive, and bonus plans, we recognize and reward your hard work.
As one of the top captive shared services globally (recognized by SSON), GSC offers a wide range of interesting job challenges and opportunities in our different Centers based in 4 countries. Our performance management system supports us in recognizing your potential, evaluating your performance, and continuously planning the development of your career within GSC and within our DHL group. We will always enable you to take on responsibility and encourage your growth, personally and professionally.
As the Global Service Center, we offer wide range of services to our business partner spread across more than 100 countries. GSC has experienced, diverse, and passionate team of 4600+, that value adds to our Business Partners through our expertise in process and service management, enabled with technology and robust people culture.
You can us to know more about GSC and hear from our own people.