Senior Manager, Business Services

**DSV - Global transport and logistics**

Location: ZAF - Kempton Park, Northern Perimeter Rd (Sky Services)
Job Posting Title: Senior Manager, Business Services
Time Type: Full Time

**Main Purpose of the Role**

The incumbent for this role will have full management responsibilities for the DSV Road IT Client Engagement Team and will be a key-member of the Local IT Operations and Services management team. The role requires a broad and comprehensive understanding of multiple functional areas relevant to the Road Logistics & Road Transportation businesses.

The Senior Manager has full management responsibility for IT stakeholder management, people management, management of the IT budget, management of IT security policy adherence, onboarding of new clients within agreed time and cost parameters.

You will be a key-member of the IT Operations and Services IT Team. In this role you will Act as the overall IT representative towards the Business Change Management and Marketing & Sales functions.

The Senior Manager is accountable for demand management, the supply as well as the deployment of standard client facing IT solutions to regional business partners and customers.

The role of the IT Senior Manager (SM) comprises the following equally important components:

- Full accountability for IT service delivery to the business unit.
- Develop and maintain strong relationships with members of the senior management team and business unit leader.
- Up to date with all business unit projects that have IT involvement.
- Ensure that formal weekly and monthly reporting is done back to the business unit.
- Manage and guide a group of individual contributors and/or team leads/team supervisors based in South Africa.
- Oversee and following up on the daily operations, KPIs and providing direction to team activities.
- Set targets, implement guidelines, coaches and assist with any issues the employees/supervisors may have.
- Conduct performance management and appraisal & disciplinary procedures.
- Responsible for managing vendor & supplier relationships - both internal and external, and ensuring that all team members whether direct reports or members of other teams provide the services and functions required to ensure that the IT service in the business unit functions as intended.
- Ensure that all IT costs are understood and that these are perused monthly to ensure that it is under control and within budget.
- IT Security is of paramount important, and the IT SM needs to ensure that IT Security policies and guidelines are understood, and that security risks and vulnerabilities are monitored, identified, reported and promptly remediated so as to ensure the absolute integrity of the DSV IT infrastructure at large and that a security vulnerability or risk never threatens the companies’ IT systems.
- Responsible for coordinating client onboarding activities with multiple local and global IT teams.

You will be a key-member of the IT Operations and Services IT Team. Engage with Business and Customers being accountable for the demand, the supply as well as the deployment of standard client facing IT solutions delivered to the Regional Business Partners and Customers. In this role you will Act as the overall IT representative towards the Business Change Management and Marketing & Sales functions.

**Duties and Responsibilities**

**Strategy**
- Develop/Contribute and maintain an understanding of the GIT and Regional strategy and objectives, as well as the current operational environment and challenges.
- Participate in translating Global IT and business strategic objectives into action plans and ensuring their execution.
- Understand client requirements and market trends that will contribute towards the DSV standard client solutions.
- Know the business model and key levers that drive performance and profitability.

**Client and Business IT Support**
- Liaison with business partners, Global IT Support Teams and vendors to resolve IT related issues, problems and requests.
- Effective and timely escalation of issues while maintaining effective communication with all stakeholders on incidents or requests that get escalated.
- Support the root cause analysis process to identify possible solutions/improvements to avoid issues.

**Stakeholder and Relationship Management**
- Participate in business & client stakeholder meetings
- Providing of status updates to business & client stakeholders
- Responsible for managing the IT relationship with clients
- Attending/Facilitating client meetings.
- Work as part of a close-knit team, to provide a quality service to the business & clients.
- Build and maintain positive relationships with all members of the senior business & IT management team across functions.

**Demand Management**
- Participate in Managing regional projects pipeline, prioritization of projects and related SLAs for Customer Solutions.
- Ensure Business Case is completed and aligned to sign-up for correct deliveries
- Together