Program Delivery Support

4 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._

**Role Context**

**Key responsibilities**
- Ensures timely deployment of Customs solutions into business Software.
- Ensures Customs & Compliance solutions deployed are complete and add benefit to the business
- Is required to address Customs Requirements 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 Customs functional area.
- Is focused on identifying and understanding each Business units Customs needs.
- 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.
- Understanding of the customs clearance process and build relationships with the customs experts both internally and external.
- 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.
- Developing realistic achievable and price conformant Service and Operational Service Level Agreements with business stakeholders, ensure back-to-back compatibility with dependent service providers
- Backline Customs Technical Support all staff based at the Hubs and Gateways
- 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.
- Lead or participate in global/regional initiatives as part of a virtual IT function
- User training and on-going user support
- Ensuring License compliance
- Proved afterhours support to the staff.
- Stays abreast of important Customs trends that may affect our competitiveness as a group. Manages the business, giving priority to the international position of our company.
- Proposes alternative solutions prior to specifying new solutions/services. Capable of thinking of long term implications including total cost of ownership and ease of maintenance.
- Able to operate in a broader virtual team, operating in the best interests of that team and its goals.
- 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_
- Proven experience in ITIL and / or COBIT disciplines
- Excellent oral and written communication skills (English)
- 3+ years’ Experience in IS requirement, development, testing, deployment and support cycles with a recognized methodology
- 3+ Experience in supporting an internal or externally operated production systems environment
- Experience in Programs and Project management (beneficial, not required)
- Customs programs experience (beneficial, not required)

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