ABOUT THE DEPARTMENT
DGF India ITBPO supports the country business through IT infrastructure, information security, service management, business process optimization, user support, supplier coordination and digital adoption. The Information Security, Infrastructure and Service Management function enables reliable country IT operations, standardized service delivery, secure access, asset governance and cyber threat mitigation in alignment with regional and global IT requirements.
JOB SUMMARY
The Manager - Information Security, Infrastructure & Service Management leads India country IT infrastructure, information security and service management activities, including telecoms, end-user support, IT service delivery, user access, asset governance, supplier management and cyber threat mitigation. The role delivers required services at best value through efficient, standardized and modern IT service delivery while supporting safeguarding of business data, including GDPR-related compliance where applicable.
KEY RESPONSIBILITIES
Country IT Infrastructure and End-User Support
- Lead country IT infrastructure services, including telecoms and end-user support.
- Use modern infrastructure technologies to optimize performance, resilience and scalability.
- Ensure reliable country communication systems that support effective collaboration across teams.
- Support end-user experience and collaboration initiatives to improve operational effectiveness.
Country IT Service Delivery and ISM Rollouts
- Streamline country IT service delivery to enhance overall productivity.
- Support global ISM rollouts by standardizing IT processes and tools.
- Drive service management discipline through clear ownership, escalation, reporting and continuous improvement.
- Deliver required services at best value through efficient and standardized IT service delivery.
Information Security and Cyber Threat Management
- Implement and manage country IT security protocols.
- Address cyber threats and coordinate mitigation actions with relevant regional and global teams.
- Empower country employees with IT knowledge to drive IT security awareness.
- Support safeguarding of business data, including GDPR-related compliance responsibilities where applicable.
User Access and Asset Governance
- Manage country user access rights to ensure appropriate levels of access to systems and data.
- Maintain accurate and up-to-date country asset information to maximize efficiency and minimize risks.
- Support access and asset governance reviews as part of audit readiness and risk mitigation.
IT Cost and Supplier Management
- Run country IT cost management by optimizing resource allocation and controlling operational costs.
- Run country IT supplier management by building and maintaining strong supplier partnerships.
- Monitor supplier performance and service outcomes to enhance quality, reliability and value.
Stakeholder, Governance and Management Responsibility
- Maintain extensive contact and negotiate with other departments and third parties where objectives may conflict.
- Influence, challenge and build trusted relationships with senior DHL business leaders and cross-functional stakeholders.
- Champion cooperation and partnership to provide integrated solutions to problems.
- Lead multiple teams of lower-level executives where applicable and develop short to long-term plans for optimizing the organization, function and required talent.
SERVICE DOMAINS SUPPORTED
- Telecoms and communication systems.
- End-user support and collaboration services.
- Country IT infrastructure technologies.
- IT service delivery and ISM processes.
- Country IT security protocols and cyber threat mitigation.
- User access rights and identity/access governance.
- Country IT asset information management.
- IT cost management and supplier management.
- Data safeguarding and GDPR-related support where applicable.
KEY PERFORMANCE INDICATORS
- Infrastructure reliability, availability, stability and performance of infrastructure and telecom services.
- End-user experience, user support effectiveness and collaboration service quality.
- Service delivery productivity, SLA achievement and standard process adoption.
- Security protocols implemented, cyber risks mitigated and awareness actions completed.
- Timely access reviews and appropriate levels of system/data access.
- Country asset information accuracy and completeness.
- Operational IT costs controlled and optimized.
- Supplier performance, issue resolution and service quality.
- Stakeholder engagement and team/function plans executed.
COMPETENCIES
Functional Competencies:
- SLA management and IT Infrastructure Library.
- Requirements analysis, capacity planning, root cause analysis and problem solving.
- Risk management, IT security, reporting and consulting.
- Active Directory, portfolio management and vendor management.
- DHL business knowledge, business processes and business strategy.
- Project management and stakeholder management.
Behavioural Competencies
- Influencing, negotiation and stakeholder challenge.
- Feedback, presentation and storytelling.
- People management, resourcing and prioritisation.
- Cross-functional collaboration, cooperation and follow-up.
- Thought leadership and development of trusted relationships.
WHO CAN APPLY?
Must Have
- Bachelor's Degree.
- More than 5 years of relevant experience.
- Experience in IT infrastructure, IT service management, information security, cyber risk mitigation, supplier management and senior stakeholder management.
- Ability to manage user access, asset governance, supplier performance, cost control and service delivery across business and technology stakeholders.
- Ability to engage senior business stakeholders and coordinate with country, regional, global and third-party teams.
Preferred
- Experience supporting global ISM rollouts and standardization of IT processes and tools.
- Experience managing telecoms, end-user support, IT asset information and access governance in a country environment.
- Knowledge of India country operational requirements, audit readiness and data safeguarding expectations.
- Experience with GDPR-related compliance support where applicable.
