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This Lead A utomation role will support and ma nage in-house IT technology equipment and IT assets across both automated and non-automated service center facilities . Th ese include all applications supported in the A utomated Ser vice Centers , Service Operation M odel and F inancial Management about the technology . The current Peripheral compon ents ( Material-handling equipment & Logic Controls) as well part of the scope of this role based on the Service Management framework used in Business IT (BIT) at DHL E xpress US .

In addition, candidate needs to have strong escalation management by ITIL framework p rocedures , Incident Management , Problem Mana gement and Change Management, Vendor Management as well use the best practices of Configuration & Asset Management , Cybersecurity, Compute and Telecom S ervices .

This position will capture and analyze application incidents needs to support the business flow/procedures.

Candidate s hould be able to manage and maintain reports on activities ( e.g., Service NOW) , present observations, track initiatives , prepare metrics, and maintain IT inventory levels .

Role acts as a main point of escalation manager for hardware and applications of service center facilities on site to the relevant central core support and build teams.

Tasks Management :

• Lead the IT staff and service delivery partners providing the following Technology support to the enterprise: IT Automation Service ( e.g., Conveyor , Dim Weight, Xray) BIT Peripheral Service s (BIT A&P) . This role is responsible for assuring the integrity of the BIT A&P services and ensuring that it aligns and meets overall IT strategy and business objectives / goals. This role will provide senior level leadership and management in A & P Services of the BIT operation.

• Establish compliant operational process and procedures while directing the IT Operations, Internal teams, and Third-party Service Providers, around B IT A&P Services functions such as provisioning, management services, establish Service Level Agreements ( SLA/OLA ) of the infrastructure of B IT and asset lifecycle management through all core and supplementary operating systems.

• This role is accountable for Design, Implement and Execute the Technology strategy for B IT A&P Services . Ensure, drive and improve the portfolio services of B IT A &P Services in DHL US Services.

• Develop A&P DHL roadmap and strategies for building out a well-managed operation, inclusive of automated and preventive controls, driving the prioritization process, highlighting critical dependencies and resource gaps.

• Ensure high levels of customer satisfaction, demonstrating that the internal organization and service providers are meeting the customer’s requirements regarding performance, Service Level Agreements ( SLA/OLA ) for new and existing services. Monitors and addresses Service Level Agreements ( SLA/OLA ) performance, issues and exceptions and drives Service Improvement as required .

• Lead talent planning, career development mentoring, coaching and feedback to team members and remote employees while evaluating team member performance leading to high performance teams .

• Drive an optimal balance between employee experience, applying the appropriate risk management discipline, and financial efficiency/effectiveness in employee engagement to achieve strategic goals.

• KPI definition, creation, implementation, monitoring and improvements to Automation Services based on ITIL framework.

• Responsible to follow up the standard process of BIT (AOP, BCA, BCRS, GPPRB, Project Management, PO process, p articipate in build/acceptance test stages from initiation to deployment/transition to support.

Technical Management:

• Document , maintain and uphold procedures for logging, reporting / monitoring of failure incidents .
• Accurately document instances of IT hardware failure, repair, installation, and removal .
• Liaise with cross-functional teams on providing recommendations on IT Peripheral assets .

• Provide impact assessment, collaborate on technical design and solutions with relevant parties
• Proactive risks and issues management to avoid impact to BIT programs.
• Manage internal/external hardware and software vendor s providing support Automated Service Centers :

• O versee MDF/IDF Telecom rooms of the Service Centers
• Manage Automation components remotely ( e.g., Server, tethered Scanners and Xray machines Scanner of Automation )

• Manage the I ntegration of Weigh scales , IT s can devices with IT Network components
• Manage the m aterial h andling e quipment PLC

Autonomy:

Operates with considerable latitude. May develop solutions to non-routine issues, without appreciable guidance from others. Reaches decisions under conditions of uncertainty.

Impact:

May direct major projects or programs with significant business impact within department, area, and business unit. Errors in judgment or failure to achieve objectives would result in significant program delays and sizeable expenditure of resources to rectify.

Knowledge:

Possesses extensive knowledge in specialty area. Routinely called upon to apply comprehensive knowledge of existing and emerging technologies, practices, and processes. Primary contribution is in applying knowledge (product, industry, professional, technical) doing individual contributor work. Provides input in development of operating plans/budgets.

People Management:

May lead others in developing innovative solutions to important, highly complex strategic and operating problems; cross-department considerations are often present. May contribute to employees' professional development.

Problem Complexity:

Performs leading-edge professional level work. Requires creative and innovative thinking in bringing successful resolution to high-impact, complex, and/or cross-department problems.

This Position requires compelling team leadership of direct and indirect reports and professional, collaborative approach with vendor-partners to ensure accountability and performance.

Technical Vendor Management ( t hird p arty v endor) :

May oversee the completion of day-to-day activities or assignments, including physical support , assigning, monitoring , and reviewing progress and accuracy of work, evaluating results, etc. m ay contribute to vendor development .

Skill & Qualifications:

• Typically requires BS/BA in related discipline and 10+ years of Technology Experience in related field or MS/MA.
• Professional certification or similar : ITIL v3, Cloud ( IAAS , PAAS , SAAS ), Linux/Windows Server, Microsoft Defender for Endpoint, CCNP, CCIE Wireless.
• Experience and Knowledge of Networking, Servers, Collaboration (Video, Voice Services, Polycom, Cisco) and Security Technologies such as, IPSec , VPN, Routers, DNS, DHCP, Virtual Machines, Active Directory Policies, Collaboration Technologies.
• Experience with SRE (Site Reliability Engineering) - Site Reliability Engineering practices and development services.
• Serves as consultant to management on major matters pertaining to policies, plans, and objectives . State-of-the-art knowledge of technologies, processes, and practices.
• Skilled in communicating conceptual and technical information both verbally (on phone, one-on-one, to groups) and writing (emails, letters, reports, presentations) to various audiences (work group team, management, internal clients).
• Strong team /project management/networking abilities bringing together groups from different areas of the DHL business.

Employee Benefits & Incentives

DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings - 401K with company match
• myShares - Voluntary plan to buy discounted company shares
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off - Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application and possibly one or more interviews. If you believe that you might need a reasonable accommodation for any part of the application process, please send an e-mail to ada@dhl.com , and include your contact information and the requested accommodation. Only messages related to requests for these types of reasonable accommodations will be returned.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic, The EEO is the Law and supplement are available here: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)