ITSD Functional Head

Responsibilities:

1. Manages the ITSD teams in the Hubs to ensure delivery of 1^st level support in the region APAC and the Global services during APAC working hours
2. Ensures appropriate reporting and notifications to regional key stakeholders and that key performance indicators (KPI) are measured and reported
3. Ensures proper management of critical incidents (P1 handling) during APAC working hours
4. Manages the regional harmonization of support processes, tools and methods following the central GIS and Global ITSD strategy
5. Actively contributes to defining and implementing the ITSD Roadmap in the ITSD APAC team
6. Establish measurable individual and team objectives that are aligned with the GIS strategy and drive high customer satisfaction
7. Drives/supports initiatives to increase 1^st level resolution ratio for all services, avoiding tickets and drive self-service measures
8. Drives and implements continuous improvement, to optimize ITSD operation model and improve KPIs

1. Bachelor's degree in related technical/business areas or equivalent work experience
2. Typically requires at least 7-10 years of relevant technical and business experience in IT Service Support or IT Service Management. Good knowledge of ITIL
3. Preferred 4+ years leadership experience in managing cross-functional teams
4. High flexibility and good communication skills
5. Fluent in English language skills
6. Cultural awareness

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 68,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

To be considered for this position you must have valid rights to work and live in India.