Service Delivery Head - Business Support

About The Job

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Service Delivery Head – Business Support

Job Location: Chennai

Looking for Technical, operational and AI Automation.

Strategically and operationally lead, develop and control the business and operations of Business Support Service Line for Chennai location, to achieve short term and long-term objectives encompassing increasing of the value been provided, to ensure operational resiliency and to maximize the effectiveness and efficiency of the services been provided in accordance to the SLAs.

The role reports into Center Head and is a member of the Senior Management Team GSC Chennai.

Key Responsibilities

• Responsible for the management of day-to-day operations of the Business Support Service line to cover Application testing, On-Demand visual analytics teams, Business Process Architecture & mining and Project management.
• Adopt GenAI, AI/ML, RPA in the digital transformation of the team.
• Hand-on in application testing, UAT coordination and system deployment lifecycle.
• Expertise in Business Intelligence, Reporting, Data Analytics and Visualization, e.g. Qliksense, Power BI/Tableau.
• Manage performance reporting and data-driven decision support.
• Ability to identify and deliver synergies between functions, products, countries and service delivery centres.
• Ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize value-add opportunities for Business Partners.
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries, overseeing a workforce of 90+ employees.
• Oversee service delivery for the service line and be responsible for SLA commitments of Chennai Center for Business Support Service line.
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally.
• Provide subject matter expertise to DGFF business partners and countries on opportunities for process improvements, business intelligence, performance reporting, analytics, and reporting automation.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Coordinate and manage the flow of information with other departments.
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Evaluate, implement and manage operational systems provided by DGF Group companies.
• Review SLAs with countries periodically.
• Ensure continued control over operational functions through regular monitoring and meetings with staff and managers.
• Develop a highly motivated and engaged workforce and provide robust career paths within the GSC/DGFF/DHL Group.
• Organize appropriate shifts and manpower levels to meet business requirements.
• Stay updated on BPM tools, Service Management platforms, Machine Learning/AI, Data Analytics, Visualization, Power BI, RPA, APIs, Process Mining and Desktop Analytics.
  
  

Stakeholder Management

• Establish long-term relationships with strategic internal/external business partners, stakeholders, third parties and the captive/non-captive BPO/shared-services industry.
• Understand Business Partner requirements, competitor activities and market trends to influence major projects.
• Build strong relationships with GSC and DGFF senior business leaders.
• Champion cooperation and partnership to provide integrated solutions.
  
  

Management Responsibility

• Operational people manager for the local team of 90+ FTEs, including operational and disciplinary management.
• Accountable for leading the local service delivery team.
  
  

Required Qualification, Skills & Abilities

• Minimum 10 years in leadership roles, preferably service delivery, with experience in the logistics domain.
• Bachelor's degree; management qualification preferred.
• Experience in application testing, UAT coordination and system deployment lifecycle.
• Expertise in Business Intelligence, Reporting, Data Analytics and Visualization, e.g. Power BI/Tableau.
• Experience in performance reporting and data-driven decision support.
• Knowledge of Lean/Six Sigma and continuous improvement.
• Experience with customer implementation, global rollouts, country transitions and onboarding frameworks.
• Understanding of Incident Management, ITIL and support operations.
• Experience with Agile/Waterfall, PMO governance and large-scale programme delivery.
• Familiarity with GenAI, AI/ML, RPA and digital transformation.
• Proven ability to lead and inspire diverse teams.
• Strong stakeholder management and influencing skills across global/cross-cultural environments.
• Strategic thinking and ability to translate vision into operational execution.
• Strong analytical and critical-thinking skills.
• Excellent communication skills.
• Ability to drive transformation, innovation and change management.
• Ability to identify and deliver synergies between functions, products, countries and service delivery centres.