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Director – Customer Service

DHL Express (Malaysia) Sdn Bhd
Cyberjaya, Selangor
15-17 Years
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Job Description

DHL Express - a company that connects people!

What makes DHL great Our People! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No.1 World's Best Workplace by Great Place to Work and Fortune MagazineDHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work.Start YOUR career with DHL today

Role Purpose

- Define and maintain EGAP roadmap, ensuring the timely delivery of capabilities in line with the agreed plan.
- Manage both build and run cost elements to ensure optimal performance across all areas of responsibilities.
- Guides Express regions & countries to ensure programs and projects are managed in a harmonized way and meet agreed standards for scope, time, cost, quality and governance.
- Drive the definition of solutions, products and applications that are both functionally and technically fit for purpose.
- Ensure all solutions are delivered using the right technology and best practice design principles.
- Provide technical expertise to support the successful deployment of solutions.
- Build, motivate and sustain a high performing team.

How will you contribute to the success of DHL

. Define domain application roadmaps in alignment with business priorities.
. Lead global programs and projects to meet business requirements.
. Ensure all programs and projects are delivered on time, within budget and according to agreed quality and governance standards.
. Oversee solution delivery across all project phases including requirements, design, build and deployment.
. Ensure adherence to Express business and IT standards, including architecture, security, development, process standards.
. Establish and manage relationships with external partners that support DHL Express IT.
. Collaborate with business functions to clarify requirements & set the scope.
. Engage directly with external and/or internal IT resources during the execution of a project.
. Participate in project work streams as required by role and expertise.
. Act as lead for delivery of IT components within global projects holding full technical responsibility.
. Implement appropriate tools, framework and standards for IT development while promoting reuse of existing capabilities.
. Partner with architects to ensure the IT solutions are designed in alignment with Express enterprise standards.
. Provide regular progress updates and reporting on project deliverables.
. Actively contribute to project controlling and Quality Assurance processes.
. Define and align present and future business and IT requirements.
. Act as technical/product expert to guide project team members throughout the project lifecycle.
. Influence, direct and motivate both direct and indirect team members including involvement in recruitment, retention and monitoring performance.
. Ensure ongoing development of comprehensive training plans for direct reports.

Do you have what it takes

.Advanced University Degree in Computer Science, Information Systems, Business Administration or related field or similar experience/education.
. Professional Certification in at l east one relevant Project Management Technique (Prince2 or PMI) and IT Service Management Technique (i.e., ITIL).
. At least 15 years of multi-disciplined IT experience including:
- Experience in design/architecture, development, testing and deployment support for medium to large-scale projects
- Strong expertise in machine learning, deep learning, and/or generative AI
- Experience with Python and common ML frameworks
- Hands-on experience with cloud platforms (AWS, Azure, or GCP)
- Knowledge of MLOps tools and practices (CI/CD, model monitoring, versioning)
- Experience with data pipelines, APIs, and system integrations
- Technical skills or knowledge of design and development tools (e.g. Java, Web methods, C++, relational databases, LINUX/UNIX operating systems)
- Excellent written and verbal communications skills with technical and non-technical senior management.
- Leadership capability supported by a broad analytical and technical background.
- Ability to team with and mange a strong partners/suppliers system. Energetic, enthusiastic, results-oriented manager with a collaborative and participative management style.
. Demonstrated success in program and project management within costresponsible environments, leading virtual and global teams.
. Handson experience leading the design, development, and deployment of AI/ML solutions (e.g., predictive models, NLP, generative AI).
. Experience implementing IT solutions including adoption of new technologies in a multicultural & multinational environment
. Highly customer oriented.
. Strong commercial acumen, including understanding broader business needs, managing client relationships, and supporting contractual negotiations.
. Ability to ensure AI solutions are scalable, secure, productiongrade, and maintainable.
. Getitdone mindset. Able to navigate organizational complexity, break down silos, adopt best practices, and drive outcomes in a matrix environment.
. Sound judgment and decision-making skills, applying broad knowledge and sound judgment when evaluating risks and priorities.

    Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor's, Master's, or MBA certificate).

    DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

    Recruitment Team

    More Info

    Job Type:
    Permanent Job
    Industry:
    Logistics/Courier/Freight/Transportation
    Function:
    Logistics
    Employment Type:
    Full time

    About Company

    DHL Express (Malaysia) Sdn Bhd

    DHL is a German logistics company providing courier, package delivery and express mail service, which is a division of the German logistics firm Deutsche Post. The company group delivers over 1.6 billion parcels per year. DHL Express is market leader for parcel services in Europe and Germany's main Courier and Parcel Service.
    The company DHL itself was founded in San Francisco, United States, in 1969 and expanded its service throughout the world by the late 1970s. In 1979, under the name of DHL Air Cargo, the company entered the Hawaiian islands with an inter-island cargo service using two DC-3 and four DC-6 aircraft. Adrian Dalsey and Larry Hillblom personally oversaw the daily operations until its eventual bankruptcy closed the doors in 1983. At its peak, DHL Air Cargo employed just over 100 workers, management and pilots.

    Job ID: 137493403

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    Last Updated: 31-12-2025 04:11:13 AM
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