IT Manager - Mauritius
DHL Express
Remote
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
Lead the IT function and overseeing the strategic direction, implementation, and management of IT systems and services. This role encompasses data protection, IT security, and digitalization initiatives, ensuring that technology aligns with business objectives while safeguarding sensitive information and optimizing digital processes. Lead the implementation of technology enhancements, functional priorities and deliver systems/ applications, hardware acquisition and integration requirements in line with overall country’s business strategy and objectives, and Group guidelines and policies. Support Digital Customer Solutions and Programs. Minimize service disruptions, improve performance, and ensure customer satisfaction. Drive continuous improvement initiatives, drives operational excellence and objectives by ensuring reliable and high-quality. Drive all areas in the IT scorecard and IT priorities.
Key Responsibilities
Execute the IT strategy in alignment with the organization’s overall business strategy and objectives.
Lead the IT department, fostering a culture of innovation, collaboration, and continuous improvement.
Ensure compliance with data protection regulations (e.g., GDPR) and develop country policies for the secure handling of personal and sensitive data that are aligned to region and global.
Implement data governance frameworks to ensure data quality, integrity, and accessibility across the organization.
Oversee the development and execution of data protection training programs for employees.
Establish and maintain an information security management system (ISMS) to protect the organization’s information assets
Implement IT security policies, standards, and procedures to mitigate risks and respond to security incidents.
Conduct regular IT assessments and audits to identify vulnerabilities and ensure compliance with industry standards and regulations.
Drive digitalization initiatives to enhance operational efficiency, customer experience, and business agility.
Identify and evaluate emerging technologies that can be leveraged to improve business processes and service delivery.
Collaborate with cross-functional teams to implement digital solutions that align with organizational goals.
Oversee the management of IT infrastructure, ensuring high availability, performance, and reliability of IT services.
Manage IT budgets, resources, and vendor relationships to optimize service delivery and cost-effectiveness.
Ensure the implementation of effective IT service management (ITSM) practices to support the organization’s IT operations.
Lead and mentor the IT team, development and ensuring a high level of technical expertise.
Foster a collaborative and inclusive team environment that encourages innovation and knowledge sharing.
Communicate regularly with leadership and key stakeholders to provide updates on IT initiatives, performance, and strategic direction.
Collaborate with business units to understand their technology needs and ensure IT solutions align with business objectives.
Ensure adherence to IT governance frameworks, policies, and regulatory requirements.
Proactively manage risks associated with IT operations and data protection, developing contingency plans.
Support and deploy all program delivery systems and digital customer solutions.
Manage all KPI’s and IT priorities.
Generate regular service management reports for IT leadership, country business reviews and provide strong guidance and direction for service management initiatives.
Optimize costs and manage IT budget for infrastructure and ITSM
Manage end user, IT Support and telecommunications landscape
Oversee the incident management process to ensure timely resolution of incidents. Coordinate with IT support teams to restore normal service operations within SLA’s. Analyze incident trends and recommend measures to prevent future occurrences.
Identify and manage the root causes of recurring incidents. Facilitate problem-solving sessions and track the progress of problem resolution. Maintain databases and ensure effective communication of solutions.
Manage the change management process to ensure controlled and successful implementation of changes. Evaluate change requests, assess risks, and coordinate change approvals.
Monitor service level agreements (SLAs) with internal and external stakeholders.
Track and control IT assets and configurations to ensure data integrity. Conduct regular audits to verify the accuracy of configuration records.
Maintain dashboards and reports on IT service performance. Analyze service performance data to identify trends, issues, and opportunities for improvement. Present findings and recommendations to senior management.
Liaison between IT and business units to understand and address service needs. Communicate effectively with stakeholders regarding service updates, performance, and improvements. Conduct training sessions and workshops on ITSM processes and tools.
Ensure compliance with ITSM standards and best practices. Conduct regular reviews and updates of ITSM documentation.
Managing and enhancing IT service delivery processes within the country.
Purchasing of all IT infrastructure and ensuring the quality standards are adhered to.
Minimum Requirements
Education & Experience
Bachelor’s degree in Information Technology, Computer Science or a related field
ITIL Foundation certification is required; higher-level ITIL certifications (e.g., ITIL Practitioner, ITIL Expert) are preferred.
Additional certifications in relevant areas (e.g., COBIT, ISO/IEC 20000) are a plus.
+8 years of experience in IT management or a related role.
Proven experience in IT leadership roles, with a strong understanding of data protection, IT security, and digital transformation.
In-depth knowledge of relevant regulations and standards (e.g., GDPR, ISO 27001).
Strong strategic thinking and problem-solving skills, with the ability to drive change and innovation.
Excellent communication and interpersonal skills for effective stakeholder engagement
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience