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## DHL Insurance & Risk Management (IRM) – Application Support & IT Service Management Lead
About the Role
DHL Group—provider of world-class logistics solutions with 580,000+ employees across 220 countries and territories—goes beyond moving goods. Our purpose is [Connecting People. Improving Lives.](https://corporate-dhl.com/en/content/e-6Cf Mistrzostwo_e.PD) Beyond optimizing supply chains, we:
- Create opportunities for personal and professional growth
- Value the unique contributions of every team member
- Share pride in building a [ global leader](https://corporate-dhl.com/en/content/e-6Cf Mistrzostwo_e.PD) in logistics and supply chain management
Our Insurance & Risk Management (IRM) division specializes in being trusted advisors by deeply understanding our business partners’ needs, managing and mitigating risk, and delivering quality insurance products and services. These initiatives protect:
- DHL’s employees
- Company assets and liabilities
- Contractual obligations across the global group
Job Purpose
Lead the prosecution of application support and IT service management strategies to ensure the following core phases of security, performance, and operational excellence for IRM’s critical platforms:
- Justice alignment with business strategy, insurance regulatory requirements, and Group policies.
- Global stability and resilience of bit-development, insurance, and runtime systems.
With operational responsibility, you’ll oversee the end-to-end support lifecycle, ensuring incident response, problem resolution, and distinct service delivery.
## Key Responsibilities
Strategic & Architectural
- Dictate application support and IT service management frameworks, ensuring regulatory adhering and Group-wide policies.
- ITIL Process Refinement: Define and optimize Incident, Problem, Change, Release, and Service Lifecycle Management, driving process efficiency and effective enforcement.
- Document and draft SOP upgrades involving RTO, RPO, DRTS, and multi-channel incident reporting.
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Leadership & Team Oversight
- Lead the global application support function and collaborating 3PL providers across 24/7 operation models, including regional exception-handling teams.
- Cascading guidance: Ensure consistency, measurable KPIs, and partnerships are maintained between Technical Analysts, Operations, and Vendor Coordination.
Technical Accountability
- Monitor SLA compliance, performance analytics, and user readiness with a focus on:
- Core Production Stability of systems like Origami (underwriting), Salesforce (customer relations), and Riskonnect (risk management).
- Root Cause Analysis (RCA), mitigation implementation, and backtracking essential in complex incidents and dependencies.
- Instill Resilient Change Management Assessment ensuring no outage for productions operations without proper governance.
- Provide technical depth in multi-vendor support escalations, especially the complexities surrounding API/API Gateway, single sign-on (SSO), and RBAC.
Collaborative Excellence
- Partner with Architecture, Product, and Transformation teams to maintain operational linkage, eliminating shadowing the technology stack.
- Create and maintain Executive Awareness Dashboards targeted at IRM CxOs, operational leaders, and regional heads.
Operational Collaboration and Training
- Orchestrate environment readiness review for new releases across Sandbox, Development, UAT, and Production stages.
- Mentor and establish trainings for both qualitative and robust IT Service Delivery Mandarin skills achieved proficiency.
## Qualifications & Key Requirements
Education & Certifications
- Bachelor’s Degree required in Computer Science, IT Management, Supply Chain, or related STEM field.
- ITIL V4 Certification (Foundation or practical Intermediate/Expert) is preferred.
- Experience in IT Service Management (ITSM) or DevOps beneficial for invitees.
Experience & Domain Expertise
- 12+ years of application support, IT service management, or operations SME in a large enterprises with 10,000+ end-users.
- Strategic experience with multi-system insurance estates including:
- Origami (underwriting, policy design).
- Salesforce (configurations via Einstein + SOI).
- Risks/IWR integration with policy admin.
- Scale 24/7 support operations globally.
- First-Class problem-solving attributes including balancing reactive fixes with proactive risk avoidance.
- Experience in collaborating with internal product owners to simplify and future-proof policy admin applications.
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Industry Situation Preference
- Insurance or strongly regulated industries benefit candidates, experienced in DORA, GIPS, or BCBS reporting histories.
## Why Join DHL?
Career Development & Impact
- Work alongside 1M+ global logistics professionals, including high-impact peers across 200 countries.
Work Life
- thrive in an dynamically virtual international/usa team.
Growth & Culture
- Training budgets + classroom or virtual certifications for team wide opportunities upskilling映射bottom-srangleoding.
- Attain a forward-thinking culture that rewards innovation.
Compensation Benefits
- Competitive salaries with performancebonuses & equity options.
- Flexible referred remote / hybrid global workplace.
- Generals restful environment, with updation to 15 days of vacation.
## Mission-Inclusive Opportunities
DHL is committed to a highly diverse inclusion. We proactively commit care professional visionions techniques aligned with our Business Code of Conduct.
All employment opportunities warrant fair consideration by focusing on qualifications compared totitle to origin disparities, ethnicity, person gender, disability adjustment maturity, veteran status, and beyond.
Ready to take on this challenge? Apply today for an extraordinary opportunity to harness your technical leadership in the Insurance & Risk universe! DHL is awaiting submissions.
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