Program Delivery Support Specialist

3 weeks ago

Johannesburg, South Africa DHL Full time

**IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.**

**IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER**
- Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes._
- We love our role in the world. And we’re looking for the right people to help us maintain - and grow it. People like you._

**Key responsibilities**
- Ensures solutions to tickets address the full issue
- Ensure accurate completion and data input in tickets handled, providing critical review data e.g., root cause, impact etc
- Ensures timely deployment of solutions into business
- Ensures solutions deployed are complete and add benefit to the business
- Is required to address queries in a timely manner understanding the impact across various aspects of the business and to the customer.
- Is required to communicate professionally, effectively and within a reasonable time frame appropriate to urgency of situation.
- Is expected to escalate issues that require additional management or cross-departmental support
- Is expected to communicate any reported impact to the business in order to ensure all parties are aware of current status and impact of IT related outages within functional area.
- Is focused on identifying and understanding each customer’s needs.
- Expresses and acts on desire to assist customers in an efficient and friendly manner.
- Challenges requirements which do not have an immediate or obvious business value.
- Interpersonal styles to create and sustain effective relationships with business partners (e.g., suppliers, joint venture partners, industry groups, competitors, governments, unions) and colleagues.
- Is open to approaches that meet mutual goals
- Understanding of the customs clearance process and build relationships with the customs experts both internally and external.
- Understands business principles and language, including the fundamentals of finance and profitability.
- Uses this understanding to achieve results, and to increase the performance and profitability of our company
- Establish and Maintain relationships with external marketplace including government, standards bodies, industry, press and think tanks.
- Manage existing vendors ensuring contracted services are delivered to quality or above, at obligated costs or below
- Understanding of the customs and regulations of the country
- Effective deployments, early benefits realisation by ensuring plans reflect optimized time-to-market
- Developing realistic achievable and price conformant Service and Operational Service Level Agreements with business stakeholders, ensure back-to-back compatibility with dependent service providers
- Maintaining Service Quality and availability; Applications, office automation and communications infrastructure uptime are monitored in line with established SLAs and OLAs
- Support all staff based at the Hubs and Gateways
- Ensuring Business Continuity via appropriate topologies, archive and recovery strategies
- Institutionalize continuous quality improvement via ongoing Root Cause Analysis and Eradication. Have full awareness and be Point of escalation in service failure situations. Proactive management and stakeholder communication of incidents involving all appropriate workgroups
- Monitor and scale capacity - up and down, ahead of demand.
- Cost Reduction; Implement Costs Effectiveness Programmes. Generate cost reduction initiatives
- Management via globally agreed KPI’s, report in line with standard reporting requirements
- Internal and external vendor and customer relationship management, including local government, industry, trade and standards bodies
- Lead or participate in global/regional initiatives as part of a virtual IT function
- User training and on-going user support
- Compliance to regional standards including First Choice
- Ensuring License compliance
- Help Desk and Service Tickets management, including ticket reduction via root cause analysis and eradication
- Performs the Problem Root Cause Analysis (RCA), involving all appropriate workgroups, investigates and Develops solutions in preparation for implementation. Implements the solution via the Change Management process and documents the results and any follow up actions, as needed
- Proved afterhours support to the staff.
- Manage implementation and requirements for deployed local & global solutions
- Ensure maintenance and changes to scripts are processed as per business requirement
- Ensure Legal compliance through following legislated records and data management practices

**Minimum Requirements**
- Education & experience_
- Exhibits an exceptional degree of ingenuity, creativity, resourcefulness, and empathy.
- Analyzes and resolves complex cr

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