Director – Customer Service

DHL Germany; Cyberjaya; On-site; MYR 180,000 - 250,000; Full time

Job summary

A leading logistics company in Cyberjaya, Malaysia, is seeking a Senior IT Manager to drive technical initiatives and lead global project teams. The ideal candidate will have over 15 years of IT experience, expertise in AI/ML solutions, and strong leadership skills. You will ensure project delivery aligns with business priorities and industry standards while fostering collaboration within diverse teams. Join us to make a significant impact in a dynamic work environment.

Qualifications

• 15 years of multi-disciplined IT experience with project management.
• Hands-on experience with cloud platforms and AI/ML solutions.
• Excellent written/verbal communication skills with technical and non-technical audiences.

Responsibilities

• Define and maintain EGAP roadmap to ensure timely delivery.
• Lead global programs to meet business requirements.
• Oversee solution delivery across all project phases.

Skills

Machine learning

Deep learning

Generative AI

Python

Cloud platforms (AWS, Azure, GCP)

Data pipelines

Excellent communication skills

Leadership capability

Education

Advanced University Degree in Computer Science or related field

Professional Certification in Project Management (Prince2 or PMI)

Tools

MLOps tools

Design and development tools (Java, C++)

Job description

DHL Express - a company that connects people!

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…

Role Purpose

• Define and maintain EGAP roadmap, ensuring the timely delivery of capabilities in line with the agreed plan.
• Manage both build and run cost elements to ensure optimal performance across all areas of responsibilities.
• Guides Express regions & countries to ensure programs and projects are managed in a harmonized way and meet agreed standards for scope, time, cost, quality and governance.
• Drive the definition of solutions, products and applications that are both functionally and technically fit for purpose.
• Ensure all solutions are delivered using the right technology and best practice design principles.
• Provide technical expertise to support the successful deployment of solutions.
• Build, motivate and sustain a high performing team.

How will you contribute to the success of DHL?

• Define domain application roadmaps in alignment with business priorities.
• Lead global programs and projects to meet business requirements.
• Ensure all programs and projects are delivered on time, within budget and according to agreed quality and governance standards.
• Oversee solution delivery across all project phases including requirements, design, build and deployment.
• Ensure adherence to Express business and IT standards, including architecture, security, development, process standards.
• Establish and manage relationships with external partners that support DHL Express IT.
• Collaborate with business functions to clarify requirements & set the scope.
• Engage directly with external and/or internal IT resources during the execution of a project.
• Participate in project work streams as required by role and expertise.
• Act as lead for delivery of IT components within global projects holding full technical responsibility.
• Implement appropriate tools, framework and standards for IT development while promoting reuse of existing capabilities.
• Partner with architects to ensure the IT solutions are designed in alignment with Express enterprise standards.
• Provide regular progress updates and reporting on project deliverables.
• Actively contribute to project controlling and Quality Assurance processes.
• Define and align present and future business and IT requirements.
• Act as technical/product expert to guide project team members throughout the project lifecycle.
• Influence, direct and motivate both direct and indirect team members including involvement in recruitment, retention and monitoring performance.
• Ensure ongoing development of comprehensive training plans for direct reports.

Do you have what it takes?

• Advanced University Degree in Computer Science, Information Systems, Business Administration or related field or similar experience/education.
• Professional Certification in at least one relevant Project Management Technique (Prince2 or PMI) and IT Service Management Technique (e.g., ITIL).
• At least 15 years of multi-disciplined IT experience including:
  • Experience in design/architecture, development, testing and deployment support for medium to large-scale projects
  • Strong expertise in machine learning, deep learning, and/or generative AI
  • Experience with Python and common ML frameworks
  • Hands‑on experience with cloud platforms (AWS, Azure, or GCP)
  • Knowledge of MLOps tools and practices (CI/CD, model monitoring, versioning)
  • Experience with data pipelines, APIs, and system integrations
  • Technical skills or knowledge of design and development tools (e.g., Java, Web methods, C++, relational databases, LINUX/UNIX operating systems)
  • Excellent written and verbal communications skills with technical and non-technical senior management.
  • Leadership capability supported by a broad analytical and technical background.
  • Ability to team with and manage a strong partners/suppliers system. Energetic, enthusiastic, results‑oriented manager; with a collaborative and participative management style.
• Demonstrated success in program and project management within cost‑responsible environments, leading virtual and global teams.
• Hands‑on experience leading the design, development, and deployment of AI/ML solutions (e.g., predictive models, NLP, generative AI).
• Experience implementing IT solutions including adoption of new technologies in a multicultural & multinational environment.
• Highly customer oriented.
• Strong commercial acumen, including understanding broader business needs, managing client relationships, and supporting contractual negotiations.
• Ability to ensure AI solutions are scalable, secure, production‑grade, and maintainable.
• ‘Get‑it‑done’ mindset. Able to navigate organizational complexity, break down silos, adopt best practices, and drive outcomes in a matrix environment.
• Sound judgment and decision‑making skills, applying broad knowledge and sound judgment when evaluating risks and priorities.

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Recruitment Team