Service Line Lead And Service Delivery Head - MDM

DHL Global Forwarding; Pasay; On-site; PHP 4,000,000 - 6,500,000; Full time

Job summary

DHL Global Forwarding is seeking a Service Line Lead – MDM and Service Delivery Head – MDM Manila to strategically lead global service delivery and drive standardization across six centers, including Manila. You will shape offerings, governance, and digitalization while guiding a 200+ workforce and collaborating with risk and compliance teams.

The role emphasizes leading with technology, optimizing processes, and delivering value through AI, RPA, and BPM tools while maintaining strong partner

Qualifications

• 10+ years in leadership roles with large scale operations.
• Experience driving delivery strategies aligned with organizational goals.
• Experience delivering global projects on time and within budget.
• Excellent communication skills to articulate concepts to stakeholders.
• Strong analytical and decision-making abilities.

Responsibilities

• Design strategy, define service offerings, governance for the service line.
• Manage partnerships with Business Partners and stakeholders across 100+ countries and 6 centers with 200+ staff.
• Oversee service delivery for global centers and ensure SLA commitments in Manila.
• Lead AI projects within the service line and explore new initiatives.
• Develop workforce, provide robust career paths across GSC and DGFF/DHL.
• Collaborate with cross-functional teams to streamline end-to-end service delivery.

Skills

Leadership

Strategic thinking

Stakeholder management

Change management

Communication skills

Analytical skills

Team development

Education

Bachelor’s degree (any)

Postgraduate degree desirable

Tools

AI & Automation

BPM tools

RPA

Job description

Job Description:

Job Title:

Service Line Lead – Master Data Management (MDM) and Service Delivery Head – MDM Manila

Job Location:

Manila

Strategically and operationally lead, develop and control the business and operations of the Service Line globally (across centers) to achieve short term and long-term objectives encompassing increasing of the value been provided, the expansion of the service portfolio expansion, further standardization of the services, to ensure operational resiliency and to maximize the effectiveness and efficiency of the services been provided in accordance to the SLAs. In extension to the strategic nature of the role, the incumbent is also operationally responsible for the Service Delivery organization in Manila.

The role reports directly to the MDM Service Line Sponsor. Is member of the extended Senior Management Team GSC, and member of the Senior Management Team Manila.

Key Responsibilities:

• Design strategy, and define service offerings, service standard, and governance structures for service line in accordance with the business objectives.
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 100+ countries and 6 service delivery centers, overseeing a workforce of more then 200+ employees.
• Oversee service delivery for –across centers (as service line lead) and be responsible for SLA commitments of Manila Center (as service delivery head, Manila).
• Providing subject matter expertise to DGFF business partner and countries on opportunities for process improvements and best practices.
• Find the right balance between maximizing standardization of global services and reducing local customization needs of the business partner to the bare minimum.
• Define and drive service digitalization strategy to increase the value been provided to the business partner and the effectiveness and efficiency of the services.
• Collaborate with stakeholders to identify opportunities for enhancing processes, digitization, automations and delivering strategic value.
• Establish and maintain a robust Internal Controls System (ICS) to ensure compliance with regulatory requirements.
• Collaborate with risk management teams to ensure compliance with industry regulations.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Manage productivity of the service line, leveraging automation capabilities of GSC.
• Lead and steer ongoing AI projects within the service line, and explore further opportunities to initiate new projects.
• Stay aware of the technology advancement viz Smart OCR, Business Process Management (BPM) tools, Service Management platforms, Machine Learning and AI, Data Analytics, RPA, API’s, Process and Task Mining to Desktop Analytic and continue to evaluate opportunity to leverage these developments in the service line.
• Stay updated on industry trends (Logistics and Shared Services) and emerging technologies for potential integration.

Stakeholder Management:

• Establishes long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Builds and develops comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develops strong, trusting cross-functional relationships within GSC and DGFF senior business leaders.
• Champions cooperation and partnership to provide integrated solutions to problems.

Management Responsibility:

• Operational people manager of local team (operational and disciplinary management),
• Strategic and functional leadership of global team distributed across six locations,
• Accountable to lead local & global service delivery team

Required Qualification, Skills/Abilities:

• Bachelor’s degree (any). Post graduate degree is highly desirable.
• 10+ years in leadership roles with large scale operations
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Experience driving process excellence with the use of technology (automations/AI)
• Strong record of delivering projects (globally) on time and within budget.
• Excellent communication skills to articulate concepts/local regulatory requirements to stakeholders.
• Strong analytical and critical thinking skills for effective decision-making.
• Build strong influential skills to identify, to contribute and deliver on synergies between the functions, products and/or countries or service delivery centers.

DHL Global Forwarding, Freight (DGFF) GSC is a Great Place to Work certified organization and a proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Why Join Our Leadership Team at DHL?

DHL is a purpose driven organization, with presence in more than 220 countries and territories worldwide, and with business units like freight forwarding, courier, contract logistics, and ecommerce. Our scale and our people make DHL the world’s leading logistics company. The leadership at DHL is at the forefront solving problems for our business, our people and our planet, the impact is immense.

DGFF shared service is a captive service center for our freight forwarding division, and is a key partner is delivering value to our countries and our customers. Spread across the regions with 6 centers in Bogota, Budapest, Chengdu, Chennai, Manila, and Mumbai, the shared services unit is the backbone for our freight forwarding business. Leadership is the key enabler along with our people.