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Senior Director, Application Support & ITSM (Insurance & Risk Management)
About DHL and IRM
DHL Group is a global logistics provider with over 580,000 employees in more than 220 countries and territories. More than just moving goods, we connect people and improve lives. We offer challenging roles with personal and professional growth opportunities and recognize the value you add to our mission of becoming one of the world’s leading logistics and supply chain leaders.
In Insurance & Risk Management (IRM), we act as trusted advisors by engaging closely with business teams to understand and address their needs. We manage and mitigate risk, delivering high-quality insurance products and services to protect DHL Group’s employees, assets, liabilities, and contractual obligations to customers.
Job Purpose
The Senior Director, Application Support & ITSM (IRM) will lead the design and execution of application support and IT service management strategies to ensure:
- High-quality production IT services with stability and resilience across IRM’s core platforms
- Alignment with business strategy, insurance regulatory requirements, and Group policies and standards
- Global leadership in application support, ensuring consistent service delivery, incident response, problem management, and operational excellence for business-critical insurance applications
Key Responsibilities
Strategic & Operational Leadership
- Design, implement, and continuously enhance application support and IT service management strategies aligned with business objectives and Group standards
- Define and refine ITSM processes, including:
- Incident management
- Problem management
- Change and release coordination
- Service lifecycle management
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Lead global application support teams (including 24/7 operations and regional delivery models), ensuring collaboration with external vendors
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Oversee and remediate complex cross-application and integration issues, delivering high availability, stability, and performance for critical IRM systems (e.g., underwriting, claims, and policy platforms)
Service & Process Management
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Define and execute KPIs and SLAs, ensuring compliance with service performance metrics and driving continuous improvement
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Own incident and problem management processes, including root cause analysis and preventative action implementation
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Ensure change management compliance and governance for production environment activities
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Manage environment coordination, release readiness, and production support to minimize disruptions
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Develop and maintain service management documentation, standards, and cross-functional stakeholder communication between IT and business teams
Technical & Cross-Group Collaboration
- Partner with Product, Architecture, and Technology Teams (TAT) to align application support, delivery, and platform strategy
- Provide leadership and technical expertise in resolving complex enterprise-wide issues
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- Champion continuous improvement initiatives to enhance operational resilience, efficiency, and effectiveness
Qualifications & Key Requirements
Education
- Bachelor’s degree in Technology, Engineering, Management, or a related field (preferred: Master’s degree)
- Established expertise in IT service management frameworks (ITIL certification preferred)
Experience
- 12+ years in application support, ITSM, or IT operations leadership
- Strong background in event, issue, change, and release management processes
- Proven track record managing global vendor relationships and 24/7 operational models
- Preference for candidates with insurance or regulated industry experience (e.g., underwriting, claims, risk management systems)
What We Offer
✔ Global opportunity—work for one of the world’s largest logistics and supply chain leaders ✔ Flexible, innovative environment with learning and growth prospects ✔ Competitive compensation and benefits, including car/vehicle allowance ✔ Hybrid and virtual work flexibility
DHL values diversity and inclusivity. We salute candidates of all backgrounds and make decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
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