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IT Service Manager

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DHL

Sep 10

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    People, HR & Administration
  • Milan

AI generated summary

  • You need 3+ years in IT, a relevant degree, ITIL knowledge, M365 expertise, fluent in English (C1) and Italian (C2), strong leadership, customer focus, and excellent communication skills.
  • You will ensure IT services meet SLAs, manage performance metrics, oversee incidents and changes, drive process standardization, coordinate projects, and develop your team.

Requirements

  • 3+ years' experience in the role
  • University Degree in IT Field
  • Knowledge of ITIL Foundation and Practitioner processes (Information Technology Infrastructure Library)
  • Knowledge of the standards, technology, tools, procedures, HW/SW and services in use for IT service delivery, Azure, Sharepoint, Power Automate, PowerBI, Cloud System
  • M365 skills (Advanced level)
  • Fluent English both verbal and written (level C1 – Advanced)
  • Fluent Italian both verbal and written (level C2 – Advanced)
  • Understanding of the purpose and content of Service Level Agreements entered into with third parties
  • Ability to manage, inspire and motivate people in line with DHL Leadership Attributes
  • Customer orientation
  • Effective communication and relationship management
  • Curiosity and listening skills
  • Analytical thinking and ability to synthesize
  • Organization and planning
  • Teamwork, flexibility and adaptability

Responsibilities

  • Ensure that the level of IT services provided is in line with agreed standard Service Level Agreements
  • Provide accurate and timely performance information and measurements in terms of performance, timeliness of service delivery, and cost, in accordance with the standards of IT services provided in the Country
  • Ensure that all operational services, Incidents, changes, major outages and their performance are measured in a professional and consistent manner across the IT organization, and that the services and reports produced meet the needs of the business and customers
  • Put in place preventive measures to improve service levels delivered
  • Define, manage, and review SLAs agreed between the various business functions and IT Business/IT Services
  • Manage all central initiatives aimed at process standardization, cost reduction, application decommissioning, putting in place all necessary actions to ensure compliance and achievement of IT objectives
  • Analyze requests for new access, new software and hardware from the various functions, assessing the benefits, costs and risks, in line with IT standards
  • Coordinate ad hoc projects with all departments within DHL
  • Work closely with the central Service Management Team and Local IT colleagues, ensuring that all IT services are delivered in line with agreed SLAs
  • Vendor and Contract Management
  • Develop and maintain a motivated and engaged team by creating a “Feedback and Coaching culture”
  • Promote team culture
  • Encourage the team to keep optimism and focus in challenging and uncertain scenarios
  • Develop collaborators, challenge them and support their growth. Identify the strengths and contributions of each

FAQs

What is the main responsibility of the IT Service Manager?

The main responsibility of the IT Service Manager is to ensure that the level of IT services provided is in line with agreed standard Service Level Agreements (SLAs) and to oversee the effective delivery of IT services across the organization.

What qualifications are required for the IT Service Manager position?

Candidates should possess a University Degree in an IT Field, have 3+ years of experience in a similar role, and be knowledgeable in ITIL Foundation and Practitioner processes as well as M365 skills at an advanced level.

Which languages must a candidate be fluent in for this role?

Candidates must be fluent in both English (level C1 – Advanced) and Italian (level C2 – Advanced), both verbal and written.

What experience is preferred for the IT Service Manager position?

Preferred candidates should have knowledge of IT service delivery standards, technologies, tools, and services in use, particularly Azure, SharePoint, Power Automate, PowerBI, and Cloud Systems.

What are the key attributes that the IT Service Manager should have?

The IT Service Manager should have strong leadership skills, customer orientation, effective communication and relationship management abilities, analytical thinking, organizational skills, and the ability to motivate and inspire team members.

Where will the IT Service Manager be located?

The IT Service Manager will be located at the Innovation Campus in Peschiera Borromeo (MI).

What type of employment contract is offered for this position?

The position offers a permanent employment contract.

What is the typical working time for this role?

The working time for this role is full-time.

Will there be opportunities for personal and professional growth in this role?

Yes, the IT Service Manager is expected to develop and support the growth of team members by identifying their strengths and providing coaching and feedback.

What steps should candidates take to apply for this position?

Candidates should apply online, upload their CV, and complete the profile and pre-screening questions to be considered for the role.

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DHL

Transportation
Industry
10,001+
Employees
1969
Founded Year

Mission & Purpose

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 395,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”. DHL is part of Deutsche Post DHL Group.