Manager, Service Delivery Systems - Americas

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.
The Manager of IT Service Delivery Systems plays a pivotal role in overseeing and enhancing the efficiency of our IT Service Management processes, with a particular focus on Atlassian Jira. This position requires a candidate with extensive knowledge in managing ITSM frameworks and a deep understanding of the Atlassian Jira platform. They will be responsible for ensuring the seamless delivery of IT services, optimizing workflows, and driving continuous improvement initiatives.

This role leads the IT Service Delivery Function driving solutions and services to meet the needs of our business and customer requirements and follows industry standard practices, utilizing ITIL processes where applicable to our business.
Lastly, this role has ownership for IT Service Management Tools to provide users an efficient way to submit IT service requests, track them and follow up. There is a focus on optimization using automation where possible to avoid manual high-volume tasks that use up resources.

KEY ACCOUNTABILITIES

IT Service Management (ITSM): Lead and manage the ITSM processes to ensure the effective delivery of IT services. Develop and implement ITSM strategies, policies, and procedures.
Atlassian Jira Administration: Serve as the primary oversight for Atlassian Jira, overseeing its configuration, customization, and optimization. Collaborate with cross-functional teams to enhance Jira functionalities to meet business requirements.
Process Optimization: Identify opportunities for process improvement within IT service delivery. Streamline workflows, reduce bottlenecks, and implement best practices to enhance overall operational efficiency.
Team Leadership: Build and lead a high-performing team of IT professionals. Provide guidance, coaching, and mentorship to team members. Foster a collaborative and innovative work environment.
Stakeholder Collaboration: Work closely with various stakeholders, including IT teams, business units, and external vendors, to understand their requirements and ensure IT services align with organizational objectives.
Incident and Problem Management: Oversee the incident and problem management processes. Coordinate resolution efforts, conduct root cause analysis, and implement preventive measures.
Performance Monitoring and Reporting: Establish and maintain performance metrics for IT service delivery. Generate regular reports to assess the effectiveness of ITSM processes and identify areas for improvement.
Support of all audit requirements, corporate, certification or customer led

QUALIFICATIONS, EXPERIENCE AND SKILLS

Bachelor’s degree in Computer Science, Management Information Systems, or a related discipline, OR 5+ years of IT experience with at least 2 years in a management or leadership role
Minimum 5 years of IT experience in a corporate environment
Experience in team management, preferably in a global or multi-site environment
Familiarity with ITIL processes and practical experience applying them within a business setting.
A broad technical understanding of how IT solutions integrate and function within a corporate environment
Experience managing or contributing to the implementation of an ITSM solution, including metrics, reporting, and automation

Please note : This position does not offer sponsorship for employment visas. Applicants must be legally authorized to work in the Dominican Republic without sponsorship now or in the future.

ABOUT DP WORLD
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.
We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.
DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.
We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
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