Service Management Analyst

About us

Job location: Cyberjaya, Selangor, Malaysia

When you work with us, you’ll find that we deliver results without compromising on respect. We value each other’s differences while recognizing individual strength.

We are the world’s leading contract logistics company, creating competitive advantages for our customers through customized warehousing and transportation services, combining our global scale with local knowledge and sector expertise.

At DHL Supply Chain (DSC), there's more to a role than the work we do. Whatever your role is, we never forget that you make us who we are. We work hard to make sure a career with DHL is as satisfying and successful as it can be.

Join a supportive work environment where you’ll have the tools and training you need to grow and succeed.

DHL Supply Chain is Great Place To Work certified.

Responsibilities

The logistic industry has been accelerating the pace of digitalization more than before. The Infrastructure & Service Management (ISM) function within DHL Supply Chain Asia Pacific IT plays a crucial role in ensuring the security and resiliency of the IT infrastructure and network that are available 24x7.

The regional ISM team supports many Strategic Programs & Initiatives across the APAC region. The IT Service Management Analyst within the ISM team is responsible for supporting the company’s regional IT Service Management operations. Reporting to the Head, Service Management APAC IT, the person will be accountable for building and maintaining robust, effective, and efficient processes, solutions, and analytics.

The person will be responsible for:

1. Supporting initiatives & projects to implement improvements to IT service management policy, processes, procedures, work instructions, and tools.
2. Providing exemplary service, training, and guidance to the IT community related to IT Service Management Suite of Tools (Global Service Now).
3. Assisting with the promotion and communication of ITSM processes across DSC APAC.
4. Ensuring process adoption and compliance through communication and training.
5. Producing reports based on defined measures, metrics, and key performance indicators.
6. Recommending improvements regarding processes, reporting, communication, training, and tools.
7. Managing the documentation and artifacts that support IT service management processes.

Requirements

If you are interested in this area, you should have a strong interest in IT Service Management with good aptitude on service management and delivery and be ready to be part of a team to support regional migration/rollout programs.

You should have strong communication skills, be able to work independently in a highly matrix organization, and be ready to take part in technical discussions and work with different stakeholders varying from global, regional to countries and with suppliers too.

General expectations:

Competencies and Experience

1. Experience of IT Service Management and ITIL operational deployment for 3+ years.
2. Experience of communicating at a senior level, influencing and driving direction/change initiatives in complex environments.
3. Ability to link Service Management measures to strategic goals of the business.
4. IT, business, and supply chain credibility.
5. Self-starter, self-motivator, highly resilient.
6. Strong, confident communication and influencing skills.
7. Highly developed collaboration and teamwork skills.
8. Experience of presenting to large audiences.
9. Experience in people management and motivating across a matrix of teams.
10. Multicultural awareness.
11. Fluent in English, although other languages would be desirable.

Academic Qualifications

1. Diploma/Degree level or equivalent.
2. ITIL Management Certificate.
3. Service Management practitioner in one or more areas.