Service Delivery Manager

DSV Road GmbH; Ciudad de México; Presencial; MXN 1.000.000 - 1.400.000; Jornada completa

Descripción de la vacante

DSV is seeking a Technical Service Delivery Manager to ensure delivery and continuous improvement of IT services for Lead Logistics customers. You will bridge customers, business stakeholders and IT teams, supporting onboarding, migrations and implementations in a global environment.

You will coordinate cross-functional teams, review BRDs and designs, lead discussions and workshops, and build strong relationships across global teams with fluent English required.

Formación

• Degree in Information Technology, Engineering, Logistics, Transportation, Supply Chain Management, or equivalent professional experience.
• Strong knowledge of Supply Chain, Transportation and 3PL/4PL/LLP business processes.
• Strong understanding of Transport Management Systems (TMS) and related logistics processes.
• Knowledge of system integrations, including EDI, APIs, XML, message formats, and data mapping.
• Ability to understand and challenge BRDs, functional specifications, and technical solution designs.
• Strong project management, service delivery, process improvement, and resource management skills.
• Excellent communication, presentation, stakeholder management, and interpersonal skills.
• Ability to work autonomously in a fast-paced, multicultural, and international environment.
• Fluent English, written and spoken; additional languages are an advantage.
• Project Management, Agile, or Service Management certifications are desirable.
• Minimum 10 years of relevant professional experience in Service Delivery, Technical Delivery, Customer Implementation, or similar roles.
• Demonstrated experience leading customer-facing implementation, migration, or onboarding projects.
• Proven experience delivering digital or IT solutions within Logistics, Transportation, Supply Chain, or Lead Logistics environments.
• Previous experience coordinating technical teams and working with both business and IT stakeholders.
• Hands-on exposure to TMS environments and system integration concepts.
• Experience working within large, global organizations and collaborating with geographically distributed teams.

Responsabilidades

• Manage and coordinate IT service delivery activities across geographically distributed teams.
• Act as the main IT counterpart for customers and business stakeholders during implementations and service transitions.
• Coordinate customer onboarding, migrations, enhancements, and implementations from planning through go-live.
• Review BRDs, functional specifications, and solution designs, translating business needs into technical deliverables.
• Lead technical discussions, requirement clarification sessions, and solution validation workshops.
• Coordinate multiple technical teams and ensure alignment on priorities, resources, capacity, and project requirements.
• Assess technical dependencies, integration requirements, risks, and potential impacts.
• Support issue resolution and escalation management during project and operational phases.
• Monitor progress, KPIs, risks, and delivery performance and communicate updates to senior management.
• Act as Project or Programme Manager for selected initiatives and support Service Owner and IT governance activities.
• Build strong relationships with customers, business stakeholders, and internal IT teams, particularly within the US region.

Conocimientos

Stakeholder management

Project management

Service delivery management

TMS knowledge

BRD & design review

Onboarding & migrations

Global coordination

Communications

English fluency

Multicultural environment adaptation

Educación

Degree in Information Technology, Engineering, Logistics, Transportation, Supply Chain Management, or equivalent

Herramientas

Transport Management System (TMS)

EDI/APIs/XML data mapping

Descripción del empleo

If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.

Technical Service Delivery Manager

The Technical Service Delivery Manager is responsible for ensuring the successful delivery and continuous improvement of IT services and solutions for Lead Logistics (4PL/LLP) customers. The role acts as a key bridge between customers, business stakeholders, and IT teams, supporting customer onboarding, migrations, implementations, and business-critical solutions. It combines service delivery and stakeholder management with technical coordination, requirements analysis, solution validation, and project management in a global environment.

Tasks and Responsibilities

• Manage and coordinate IT service delivery activities across geographically distributed teams.


• Act as the main IT counterpart for customers and business stakeholders during implementations and service transitions.


• Coordinate customer onboarding, migrations, enhancements, and implementations from planning through go-live.


• Review Business Requirement Documents (BRDs), functional specifications, and solution designs, translating business needs into technical deliverables.


• Lead technical discussions, requirement clarification sessions, and solution validation workshops.


• Coordinate multiple technical teams and ensure alignment on priorities, resources, capacity, and project requirements.


• Assess technical dependencies, integration requirements, risks, and potential impacts.


• Support issue resolution and escalation management during project and operational phases.


• Monitor progress, KPIs, risks, and delivery performance and communicate updates to senior management.


• Act as Project or Programme Manager for selected initiatives and support Service Owner and IT governance activities.


• Build strong relationships with customers, business stakeholders, and internal IT teams, particularly within the US region.

Education and Skills

• Degree in Information Technology, Engineering, Logistics, Transportation, Supply Chain Management, or equivalent professional experience.


• Strong knowledge of Supply Chain, Transportation and 3PL/4PL/LLP business processes.


• Strong understanding of Transport Management Systems (TMS) and related logistics processes.


• Knowledge of system integrations, including EDI, APIs, XML, message formats, and data mapping.


• Ability to understand and challenge BRDs, functional specifications, and technical solution designs.


• Strong project management, service delivery, process improvement, and resource management skills.


• Excellent communication, presentation, stakeholder management, and interpersonal skills.


• Ability to work autonomously in a fast-paced, multicultural, and international environment.


• Fluent English, written and spoken; additional languages are an advantage.


• Project Management, Agile, or Service Management certifications are desirable.


• Minimum 10 years of relevant professional experience in Service Delivery, Technical Delivery, Customer Implementation, or similar roles.


• Demonstrated experience leading customer-facing implementation, migration, or onboarding projects.


• Proven experience delivering digital or IT solutions within Logistics, Transportation, Supply Chain, or Lead Logistics environments.


• Previous experience coordinating technical teams and working with both business and IT stakeholders.


• Hands-on exposure to TMS environments and system integration concepts.


• Experience working within large, global organizations and collaborating with geographically distributed teams.

DSV – Global transport and logistics