Senior Team Lead

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rdlargest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Location: USA - VIRTUAL - US New York

Division:Group
Job Posting Title: Senior Team Lead, Tango AOS Team
Time Type: Full Time

Senior Team Lead - Region (APAC/EMEA/AMER)

General description

The Senior Team Lead - Region (APAC / EMEA / AMER) is responsible for driving the efficiency and

effectiveness of incident management process to agreed service levels, ensuring that incidents are moved effectively through second and third line. This includes channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients apprised of progress towards service restoration.

The Senior Team Lead reports directly to the Head of Service Management and Support.

Key tasks & responsibilities

• Performing all IT activities and duties in the area of responsibility in accordance with all relevant legal requirements, SOPs, guidelines, rules of procedure, by-laws and compliance rules.
• Responsibility for all services, employees and costs within her/his organizational unit (team).
• Ensures staff has resources and skills needed to support all work initiatives.
• Ensures that incidents are handled according to agreed procedures.
• Investigates escalated incidents to responsible service owners and seeks resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed.
• Ensures that all service level targets are met.
• Produce management information, as well as analyze metrics and reports on performance of incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Driving, developing, managing and maintaining the major incident process and associated procedures.

Competencies & Skills required

• Committed to quality, be flexible during times of change and can conform to shifting priorities, demands and timelines promptly and efficiently.
• Quick learner with the ability to understand, and deal with complexity.
• Innovative and customer service oriented, enabling and championing a service culture with the ability to exercise sound judgment to ensure a successful business outcome.
• Strong interpersonal skills and ability to build a cohesive team, working towards a common global goal, creating a positive working atmosphere, and supporting each other to combine individual strengths to enhance team performance.
• Must be able to use collaboration tools and work effectively with remote colleagues in a global team.
• The ability to manage change and support others through it.
• Strong leadership skills.
• Target and results oriented.
• Experience in managing IT teams (preferably Application Management), with good Service Level Management, as well as Incident and Problem Management skills.
• Good written and verbal communication skills

Requirements

• Bachelor or above Degree in IT related majors
• A minimum 5-year track record in large, multi-national organizations with an emphasis on service management and application management, incident management, service request management and problem resolution
• Leadership experience in managing cross-functional global teams, virtual communities &

influencing senior level management and key stakeholders

• Demonstrated experience in leading and building functional teams incl. hiring, training,

development, coaching and mentoring

• Familiarity with the logistics & transportation sector, ideally with a special focus on air & ocean,

to understand, evaluate and judge business requirements is an advantage

• Qualified ITIL practitioner
• English language skills essential
• Committed to quality, persistent with energy and focus, as well as ability to conform to shifting

priorities, demands and timelines promptly and efficiently

• Quick learner with the ability to understand and deal with complexity, quickly and accurately

resolving any issues found

• Ability to structure and plan tasks to handle multiple & conflicting workload effectively & efficiently
• Innovative and customer service oriented, enabling a service culture
• Must be a good team member with the ability to work on own initiative but deliver in a team

environment

• Must be able to communicate effectively at all levels and areas of business

For this position, the expected base pay range is $80,000-$100,000 annually. Actual compensation will be determined based on job-related factors, including relevant experience, skills, education or certifications, and geographic location, consistent with applicable laws and company policy.

DSV offers a comprehensive benefits program designed to support the health and well-being of employees and their families.Benefits include medical, prescription, dental, vision, and life insurance, as well as flexible spending accounts (FSAs), health savings accounts (HSAs) (for eligible plans), and short- and long-term disability coverage.

Employees also have access to wellness resources, Employee Assistance Program (EAP) services, and other support benefits. Financial benefits include participation in the DSV 401(k) plan, which providescompanymatching contributions of up to 5%.

To support work-life balance, DSV offers various paid time off programs and paid company holidays. Specific PTO and leave programs may vary by location and divisionin accordance withstate or local laws

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV - Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements.

With close to 160,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers' needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don't just work - we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company - this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.