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We are looking for a Special Services, Same Day Manager (Ops IT) based in Diegem, Belgium (preferred location) or other suitable EU locations may be considered.

How will you contribute to the success of DHL?

The main job purpose of the Senior Manager Special Services Same Day (OPS / IT) is to grow the Special Services/Same Day revenue in Europe as well as develop the Special Services/Same Day product into a standardized core supportive product within Express Europe being present and actively sold in all countries, focusing mainly on the operational offering/capabilities and IT requirements, delivering operational excellence and service differentiation to ensure a consistently high level of Customer Loyalty.

• Support the creation of the Special Services/Same Day growth strategy and support countries in the roll out.
• Lead projects and programs to support the Special Services/Same Day growth path and product development/strengthening.
• Lead projects and programs aiming for new industry solutions falling under the Special Services/Same Day product offering ensuring compliancy and documentation of Solution Designs, SLA's/SOP’s etc.
• Actively support countries in strengthening their Special Services/Same Day product offering and growth, acting as first point of contact from the region.
• Guide and support countries to close gaps or set-up Special Services/Same Day, focusing on operations and IT.
• Develop and drive the roll out in the countries of operational product offering enhancements, both general and for certain focus industries e.g., LSH, Fashion, Tech, Automotive.
• Set up and implement regionally and on country level end-to-end solutions/services linked to the Special Services/Same Day product, focusing on (industry) solutions that further drive overall and industry specific (e.g., LSH, Fashion, Tech) growth.
• Act as a first point of contact for queries or issues from countries on the Special Services/Same Day product.
• Provide leadership to the country Special Services/Same Day departments ensuring we provide top quality transportation solutions.
• Coordinate, promote and optimize the operational cooperation between countries for complex multi-country orders.
• Strengthen our European operational capabilities by setting up cooperations with high-quality, compliant, regional managed external road and air carriers, airline companies, and other relevant external partners.
• Negotiate standard costs, operational SLA's and harmonize the usage of them in the countries.
• Investigate potential collaboration with other DPDHL divisions on further business and operational cooperation.
• Be the business owner of the Special Services/Same Day system. Cooperate with B-IT in further improving the system and roll out to new countries.
• Drive operational & IT harmonization and strengthening regionally.
• Optimize the usage of the Specials Services/Same Day system in the countries by standardizing their way of working, document all processes and seek for continuous improvements and automatizations.
• Seek to bring the Special Services/Same Day product into the EXP world by making use of available IT systems and tools, operational processes, customs etc., this all to reduce waste, increase product strength, and become a standardized core supportive product.
• Prepare and support periodic internal business reviews and strategy sessions e.g., with CSI, MNC, countries.
• Act as a key contact point for MNC, CSI, GFPS, Tender management when having a business opportunity for Special Services/Same Day.
• Be the expert in guiding the opportunity/risk in the right direction, liaise with the countries for them to provide a solid response and offer, ensuring the full operational and pricing response is complete and timely.
• Responsible for Pre-sales response support, short term project management for solution implementation on a regional basis and post sales retention/improvement.
• Managing and supporting the countries in the implementation of complex solutions to meet customer expectations management for high profile customers e.g., CSI, MNC, GFPS.
• Role could be partially customer facing including dealing with Senior Staff at the Customer e.g., Regional/Global Logistics/Transportation Directors.
• Manage customer specific problem solving, retention and service improvement activities, in close cooperation with the countries.
• Monitor programs and initiating continuous improvement initiatives if needed for the full scope of the Special Services/Same Day product.
• Key functional stakeholder in giving Special Services/Same Day related input to several departments e.g., IT, Operations, Legal, Compliance.
• Actively engage and cooperate with all (Senior) leaders of all relevant DHL Express functions to support the Special Services/Same Day growth plan e.g., Operations / IT / Global Products / CS / Legal / Global Compliance.
• Contribute to the ongoing strengthening of the Special Services/Same Day product.
• Actively support the growth and further development of the TD+ product, both in further enhancements and managing customer opportunities.

Do you have what it takes?

• University degree or equivalent industry experience essential, ideally with supplementary management experience
• At least 4+ years' experience of Commercial Operations in a multi-national company within the service industry
• Business strategy and development
• Growth driven
• Customer orientated
• Excellent business and commercial acumen
• Project and program Management
• Change Management
• Product development
• Cost conscious
• Solution design and Problem solving thinking
• Stakeholder Management
• Strong influencing
• Presentation & positive communication skills
• High-level reasoning skills
• Highly developed analytical
• Result oriented
• Attention to detail
• Can-do Mentality
• Great Achievement drive and initiative taking
• Time management
• Priority setting
• Resource planning
• Good (supplier) negotiation skills at senior level, team player
• Fluent in spoken and written English
• DHL Business and logistics market knowledge
• Operational air and road transport expertise
• Profound IT and IT system knowledge