Job Purpose
- This is a strategic leadership role responsible for overseeing Control Tower operations across the region — covering one of the key data center logistics customers.
- The role ensures discipline to the Global Target Operation Model blueprint, embedding predictive SLA governance, digital visibility, and cross-country/region standardization. By translating customer-specific requirements into operational execution, the Director acts as the bridge between regional product leadership and country Control Tower teams — driving consistency, customer retention, and profitable growth in line with DGF Strategy 2030.
Key Responsibilities
Leadership & Alignment:
- Translate GTOM/DGF Non-Standard services principles into customer-specific Control Tower playbooks covering SLA, visibility, and escalation management.
- Align country Control Tower structures to regional and product growth priorities.
- Standardize processes (SOPs, KPIs, RCA templates) to ensure global alignment.
Operational Excellence & Governance:
- Lead Predictive SLA Governance cadence using digital dashboards to anticipate risk and trigger preventive actions.
- Monitor performance across key countries concerned the customer's business and drive root cause resolution for deviations.
- Oversee digital tool adoption and data accuracy across regional Control Tower operations.
Customer Performance & Engagement:
- Act as senior operational contact for the assigned customer and global account owners.
- Conduct quarterly service reviews, analyze SLA trends, and implement improvement plans.
- Coordinate cross-border operations for multi-countries ensuring seamless handoffs and escalation clarity.
Leadership & Capability Development:
- Lead a regional team of Program Managers and Control Tower Operators across multiple countries.
- Embed 2030 competencies — orchestration, data fluency, and systems thinking — in team development.
- Foster a culture of predicting and prevent, ensuring decisions are data driven and customer impact led.
Financial and Digital Accountability:
- Partner with Finance and Product to manage sector cost centers and improve cost-to-serve efficiency.
- Drive automation and process simplification to achieve 10% year-on-year productivity gains.
Qualifications & Key Requirements
- Bachelor's degree required; Master's or MBA preferred.
- 12–15 years in logistics or supply chain management, including 5+ years in regional Control Tower or Customer Operations leadership.
- Demonstrated experience managing multi-sector and multi-country operations.
- Proven track record of digital enablement and service performance improvement.
Systems Knowledge: myDHLi, Sales360, CW1, Power BI, MS Office Suite.
Languages: Fluent in English; additional regional language preferred.
