Regional Sr. Manager, End User Services

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REGIONAL SR. MANAGER END USER SERVICES AMERICAS EXPRESS BUSINESS UNIT

• Location: Plantation FL
• Candidates must already have valid US work authorization

DHL Express Americas has an opening for a Regional Sr. Manager End User Services. This position will be reporting directly to the Regional VP of Infrastructure Security and Service Management and a key member of the Express Americas IT ISSM leadership team. The position is responsible for leading the strategy innovation and operational excellence of the end-user technology experience across the Americas region.

This includes managing the desktop/PC environment Microsoft 365 ecosystem and driving innovation through AI automation and citizen development initiatives. The ideal candidate will also bring strong project management capabilities to lead regional initiatives and ensure successful execution of transformation programs.

Key Responsibilities:

Lead the strategic direction and operational delivery of end-user services across the Americas region including but not limited to:

o Hardware: Desktops laptops tablets mobile devices. Peripherals (monitors printers docking stations etc.). Device lifecycle management (procurement imaging deployment disposal).

o Operating Systems: Microsoft Windows Mobile OS (iOS Android)

o Productivity Suites: Microsoft 365 (Word Excel PowerPoint Outlook Teams OneDrive SharePoint)

o Collaboration & Communication Tools: Microsoft Teams Zoom Outlook / Email clients and calendaring systems Videoconferening systems.

o Endpoint Management: Microsoft Intune Patch management and compliance tools.

Drive innovation by fomenting and implementing AI and automation solutions that enhance user productivity streamline support operations automate business processes and reduce manual effort.

Develop and execute a roadmap for end-user enablement and upskilling focusing on digital dexterity tool adoption and user empowerment.

Promote and support a thriving citizen developer community by enabling low-code/no-code platforms (e.g. Microsoft Power Platform) providing training and fostering innovation from within.

Engage with regional Service Desk and Desktop Support teams ensuring consistent high-quality service delivery and improve user experience across all countries.

Collaborate with global regional and country IT teams to align strategies and priorities share best practices and ensure compliance with enterprise standards and security policies.

Establish and monitor Service Level Agreements (SLAs) Key Performance Indicators (KPIs) and digital experience and user satisfaction metrics to drive continuous improvement.

Lead global and regional IT projects related to end-user services ensuring on-time on-budget delivery with measurable business outcomes.

Act as the primary liaison between regional business stakeholders and IT for all end-user service matters.

Represents and is primary interface for Americas Region on the Global IT End User Service domain.

Manage vendor relationships and contracts related to end-user support and technology solutions.