Service Delivery Head - Business Support

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC - Global Service Centre!

Job Title: Service Delivery Head - Business Support

Job Location: Chennai

Strategically and operationally lead, develop and control the business and operations of Business Support Service Line for Chennai location, to achieve short term and long-term objectives encompassing increasing of the value been provided, to ensure operational resiliency and to maximize the effectiveness and efficiency of the services been provided in accordance to the SLAs.

The role reports into Center Head. Is member of the Senior Management Team GSC Chennai.

Key Responsibilities

• Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize value add opportunities for our Business Partners
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries, overseeing a workforce of more than 90+ employees.
• Oversee service delivery for the service line and be responsible for SLA commitments of Chennai Center across Reporting & Business Enabling, Customer Implementation, Support & Maintenance, and Project Management services.
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.
• Provide subject matter expertise to DGFF business partner and countries on opportunities for process improvements, business intelligence, performance reporting, analytics, and reporting automation.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Responsible for co-ordination and flow of information with other departments (interfaces)
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Manage productivity of the service lines, leveraging automation, digital transformation, AI/GenAI, RPA, and advanced analytics capabilities of GSC. Evaluate, implement and manage all operational systems provided by DGF Group companies to ensure they are implemented effectively and utilized correctly on an on-going basis.
• Reviews SLA's with countries on a periodic basis.
• Ensure continued control over all operational functions through regular monitoring, and frequent meetings with all staff and Managers.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.
• Organize appropriate shifts and manning levels to meet business requirements.
• Stay up to date on technology advancement viz Business Process Management (BPM) tools, Service Management platforms, Machine Learning and AI, Data Analytics, Visualization, Power BI, RPA, API's, Process and Task Mining to Desktop Analytics and continue to evaluate opportunity to leverage these developments in the service line.

Stakeholder Management

• Establishes long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Builds and develops comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develops strong, trusting cross-functional relationships within GSC and DGFF senior business leaders.
• Champions cooperation and partnership to provide integrated solutions to problems.

Management Responsibility

• Operational people manager of local team of 90+ FTEs (operational and disciplinary management),
• Accountable to lead local service delivery team

Required Qualification, Skills/Abilities

• Graduate (Bachelor's degree from a recognized University in any discipline). Management Qualification (preferable)
• Minimum 10 years in leadership roles, service delivery (preferred), with experience in logistics domain.
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Strong stakeholder management and influencing skills across global, cross-cultural environments.
• Strategic thinking with ability to translate vision into operational execution.
• Strong analytical and critical thinking skills for effective decision-making.
• Excellent communication skills to articulate thoughts to stakeholders.
• Ability to drive transformation, innovation, and change management initiatives.
• Build strong influential skills to identify, to contribute and deliver on synergies between the functions, products and/or countries or service delivery centers.
• Expertise in Business Intelligence, Reporting, Data Analytics, and Visualization (e.g., Power BI/Tableau)
• Proven experience in Performance Reporting, Customized Reporting Solutions, and Data-driven decision support
• Knowledge of Process Optimization methodologies (Lean, Six Sigma), Continuous Improvement framework
• Experience in Customer Implementation (global rollouts, country transitions, onboarding frameworks)
• Understanding of Incident Management, Service Management frameworks (ITIL), and support operations
• Experience with Project Management practices (Agile/Waterfall), PMO governance, and large-scale program delivery
• Familiarity with GenAI tools, AI/ML applications, automation (RPA), and digital transformation initiatives
• Experience in application testing, UAT coordination, and system deployment lifecycle

DHL Global Forwarding, Freight (DGFF) GSC is a Great Place to Work certified organization and a proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Why Join Our Leadership Team at DHL?

DHL is a purpose driven organization, with presence in more than 220 countries and territories worldwide, and with business units like freight forwarding, courier, contract logistics, and ecommerce. Our scale and our people make DHL the world's leading logistics company. The leadership at DHL is at the forefront solving problems for our business, our people and our planet, the impact is immense.

DGFF shared service is a captive service center for our freight forwarding division, and is a key partner is delivering value to our countries and our customers. Spread across the regions with 6 centers in Bogota, Budapest, Chengdu, Chennai, Manila, and Mumbai, the shared services unit is the backbone for our freight forwarding business. Leadership is the key enabler along with our people.

Closing date : 12th July 2026

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