IT Service and IT Installation Manager (H/F) - CDI - La Plaine Saint-Denis (93)

DHL Supply Chain, a global leader in logistics and supply chain management, seeks an experienced and versatile IT Service and IT Installation Manager. This combined role bridges strategic IT service management with hands-on, on-the-ground infrastructure execution. The successful candidate will act as the primary point of contact for assigned operational sites, balancing long-term service delivery, SLA adherence, and customer satisfaction with the dynamic technical deployment of IT infrastructure projects. If you are a proactive IT professional who thrives on building strong business relationships while maintaining the technical acumen to troubleshoot on the ground, this combined position offers an impactful opportunity to drive operational excellence within our logistics network.

Role Overview
The IT Service and IT Installation Manager is fully accountable for the steady-state delivery of IT services, while simultaneously managing the physical implementation of new infrastructure projects.
By merging the strategic responsibilities of service management with the practical execution of on-site deployments, you will ensure that IT services align perfectly with business and customer expectations. You will actively collaborate with local operations, regional ISM teams, and external vendors to maintain high-performing systems and seamlessly implement infrastructure elements -such as IT networks, IT cabling, IT hardware & software - within scope, budget, and tight timelines.

Key Responsibilities

IT Service Delivery & Relationship Management

• SLA & Service Accountability: Act as the primary contact for assigned sites, ensuring that delivered IT services match order quantities and that agreed-upon Service Level Agreement (SLA) targets are consistently achieved or exceeded.
• Stakeholder Intimacy: Build strong working relationships with site management, suppliers, and regional ISM teams to deeply understand operational workflows and customer needs.
• Service Quality & Reviews: Define, maintain, and review country/cluster IT service catalogues. Facilitate regular service reviews with internal customers and suppliers, transparently reporting on performance and driving continuous service improvement.
• Support & Training: Establish and manage IT site support models following regional guidelines. Build and maintain a highly capable community of key and super-users on-site, ensuring their knowledge remains current.
• Process Education: Educate site users on structured change, incident, and problem management processes while coordinating complex, multi-application issue resolutions with central teams.
• Financial Management: Support the delivery of country/cluster IT budgets, ensuring financial transparency for all services to help optimize site P&L.

Technical Infrastructure & Installation Management

• On-the-Ground Deployment: Coordinate and manage the physical deployment of new IT infrastructure services and projects on-site with suppliers, regional and local ISM, local operations and customers, ensuring alignment with regional standards and project scope, budget and timelines.
• Hands-on Troubleshooting: Provide pragmatic, technical issue management and resolution, involving relevant stakeholders
• Pre-Sales & Design Advisory: Contribute technical insights based on local supplier capabilities and regional standards to help shape practical infrastructure solutions during pre-sales, design, and build project phases.
• Risk & Escalation Management: Define and manage ISM projects or work streams independently, tracking activities against project schedules, managing costs, and executing timely escalations to remote project managers when issues arise.
• Documentation: Document, record, and maintain technical documentation and site architectures to preserve institutional knowledge and support ongoing business needs.

Qualifications & Experience

• Education: Bachelor's degree in Computer Science, Business Administration, or equivalent professional work experience.
• Divisional Experience: Ideally 3-5 years of experience in supply chain, logistics, or a similarly fast-paced multi-site operational environment.
• Functional IT Service Experience: Minimum 5 years in IT service management roles with deep exposure to structured service analysis, relationship management, and service improvement frameworks.
• Technical & Installation Experience: Minimum 3+ years of direct experience working with foundational IT technologies (PC hardware, networking environments, Windows administration, and RF infrastructure).
• Certifications:
  • Required/Preferred: ITIL qualifications (e.g., Practitioner in Service Level Management or Practitioner in IT Incident Management).
• Core Competencies: Strongly customer-oriented with proven negotiation, communication, and influencing skills across all levels of staff and management. Demonstrated ability to work independently, manage shifting priorities, and maintain clear financial and cost awareness.
• Language Requirements: Business fluency in both French and English is mandatory.

Why Join DHL?

• Lead vital, dual-focused IT projects for the world's most trusted logistics brand, directly affecting operational throughput for global clients.
• Gain exposure to cutting-edge supply chain technologies and advance your expertise via DHL's global certification and development paths.
• Work in a highly collaborative, innovative, and adaptive multi-site team culture.
• Enjoy a competitive salary package, performance-based rewards, aligned with industry standards.

The DP DHL Code of Conduct, established in 2006, defines clear ethical rules and applies to all activities and employees of the Group. It covers quality management, safety, customer relations, conduct in the workplace, business integrity, and corporate responsibility. The Code of Conduct also informs our customers, investors and the public that Deutsche Post DHL Group is a reliable and trustworthy partner, combining high-quality service with a strong sense of responsibility.

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