Lead IT Expert Operational Excellence (MFD)

Job Req Number: 115445
Time Type: Full Time

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The role:

The Lead IT Expert Operational Excellence is responsible for driving service performance across Contract Logistics IT with a strong focus on incident management SLA adherence and continuous service improvement. The role ensures that incident resolution performance incident volume control and corrective actions are actively managed and improved while fostering cross-functional collaboration and process optimization. The Lead IT Expert Operational Excellence acts as a central driver of operational excellence ensuring that IT services meet agreed performance targets and continuously improve in quality stability and efficiency.

Your responsibilities:

• Own and drive service performance for incident management
• Monitor and manage SLA adherence on resolution and backlog
• Manage and reduce incident volume and recurrence
• Ensure corrective actions (RCA) are defined tracked and implemented
• Drive structural improvements in IT processes
• Coordinate cross-department activities to resolve systemic issues
• Provide transparent service performance reporting
• Challenge teams to improve performance and accountability
• Drive continuous improvement initiatives
• Act as escalation point for service performance issues
• SLA compliance on incident resolution times
• Reduction in incident volume (trend over time)
• Percentage of corrective actions (RCA) implemented on time
• Reduction of recurring incidents
• Cross-functional issue resolution effectiveness
• Quality and transparency of service performance reporting
• Stakeholder satisfaction

Our requirements:

• Minimum 5 years experience in IT Service Management or Operations
• Strong experience in Incident and Problem Management (ITIL)
• Experience in SLA management and service performance improvement
• Experience with RCA and continuous improvement frameworks
• Strong understanding of IT service delivery processes
• Knowledge of Contract Logistics and Warehousing processes is a preferred
• Strong and outspoken personality
• Results-driven mindset
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving capabilities
• Ability to influence without direct authority
• Fluent in spoken and written English

What we offer

• Employment based on an employment contract along with a comprehensive benefits package
• Training and development programs as well as access to an e-learning platform
• Onboarding program with the support of a dedicated Buddy
• Participation in an annual company-wide integration event
• A work environment based on Scandinavian organizational culture
• Opportunities for growth through our internal program

Benefits

• Sharing the costs of sports activities
• Private medical care
• Sharing the costs of foreign language classes
• Sharing the costs of professional training & courses
• Life insurance
• Integration events
• Corporate gym
• Corporate sports team
• Coffee / tea
• Parking space for employees
• Extra social benefits
• Holiday funds
• Christmas gifts
• Employee referral program
• Charity initiatives
• Bicycle parking
• Modern and ergonomic office
• Yoga in the office

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. Lets grow together as we continue to innovate digitalise and build on our achievements.

With close to 150000 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 dont 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.

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