Program Manager

Role & responsibilities

Technical FMS Service Support & EUS product working experience is Mandatory plus team management

In order to fulfil the objectives of providing Technical FMS Service Support & EUS product AMC for DHL Group on team management

1 Ensure all defined processes are followed

2 Ensure Proactive actions taken for missed SLA calls & new initiatives implemented

3 Control attrition

4 Ensure Customer satisfaction

5 Suggest Process improvement

6 Ensure customer reviews are organized on weekly, Monthly & Quarterly basis

7 Technical & process Training to be planned for Team and assessment test.

8 Educate customer on new Technology solutions

9 Regular team meetings

10 Governance Review with Stakeholders

11 Plan training for onsite resources

12 Rewards & Recognition on regular intervals for team

13 Team Bonding activities to be planned for onsite resources

14 Critical gap assessment

15 Ensure Preventive maintenance at RE and non RE sites

16 Quarterly 1 site in each region to have BCP rehearse

Preferred candidate profile

1. Overall Operational Stability

2. Day-to-Day Operations Management

3. SLA Performance Management

4. Incident & Major Incident Oversight

5. Problem Management & RCA Governance

6. Compliance with Audit & Policies

7. Operational Risk Identification & Mitigation

8. Vendor & Third-Party Coordination

9. Change Impact Oversight (Operational)

10. Billing Management

11. Weekly / Monthly Service Reviews

12. Stakeholder Management (Customer / DHL IT)

13. Reporting & Management Dashboards

14. Continuous Improvement Initiatives

15. Escalation Governance & Decision Making

Interested candidates please reach on [email protected]