2025-07-31
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Miami
Job Title: Director, Business System and Support, VAS
Job Location: Anywhere in the USA
We have an exciting opportunity for a Director of Business System and Support within the Value Added Services (VAS) team. The Director of Business Systems and Support will act as a vital link between business needs and IT capabilities. This role will focus on improving the effectiveness of key systems and products within VAS, including Customs Management, EDM, C2, Mercury Gate, eWMS, and MIC.
Key Responsibilities:
- Collaborate with business stakeholders to gather and document clear and concise requirements based on operational needs and strategic goals.
- Translate business requirements into functional specifications for IT teams to ensure effective system development.
- Develop and maintain IT roadmaps that prioritize enhancements and integrations for systems in scope, ensuring alignment with business objectives and strategic initiatives.
- Ensure that technology investments deliver measurable value and support business growth.
- Act as a liaison between business units and IT, guiding development efforts to ensure alignment with documented requirements for key systems.
- Coordinate with IT teams to prioritize projects and allocate resources effectively to maximize system utilization.
- Support and facilitate UAT processes for systems such as Customs Management and Mercury Gate, ensuring that changes meet business requirements and are ready for deployment.
- Collaborate with business users to develop test cases and validate outcomes to ensure system readiness.
- Oversee the implementation of new systems and enhancements, ensuring smooth transitions and minimal disruption to business operations.
- Lead change management efforts related to new systems and processes, ensuring that users are prepared and supported during transitions, including liaising with other functions such as training, to develop training materials and conduct training sessions for end-users to promote effective use of new systems.
- Manage hypercare support post-implementation for systems like C2 and MIC to address immediate issues and ensure user adoption.
- Establish metrics and KPIs to track the return on investment and measure the benefits of IT initiatives related to the systems in scope.
- Report on the effectiveness and value delivered by enhancements and systems projects to senior management.
- Lead and mentor a team of business analysts, fostering a culture of collaboration, continuous improvement, and professional development.
- Set clear performance expectations and provide regular feedback to team members to drive accountability and performance excellence.
- Encourage team engagement and empowerment, ensuring that team members have the resources and support needed to succeed in their roles, including not only systems knowledge but business/process understanding.
- Oversee the Super User programs for all systems, including Customs, IWS, and Domestic, ensuring that Super Users are effectively trained and supported.
- Foster a community of Super Users to facilitate knowledge sharing and enhance system utilization across the organization.
- Build and maintain strong relationships with key stakeholders across the organization to ensure alignment on IT priorities and initiatives.
- Facilitate regular communication and updates to stakeholders regarding project statuses, challenges, and successes.
- Collaborate with IT leadership to ensure that technology strategies and initiatives are effectively communicated and executed within the organization.
- Provide input into IT governance processes to ensure that business needs are prioritized in technology decision-making.
- Engage with external vendors and service providers as needed to ensure that solutions meet business requirements and deliver expected value.
- Evaluate vendor performance with understanding of contracts to optimize service delivery and cost-effectiveness.
- Participate in strategic planning sessions to identify opportunities for technology to drive business innovation and efficiency.
- Assess emerging technologies and industry trends to recommend solutions that enhance business capabilities.
- Identify potential risks associated with IT projects and develop mitigation strategies to minimize impact on business operations.
- Ensure compliance with relevant regulations and standards throughout the project lifecycle.
- Establish and monitor performance metrics to assess the effectiveness of IT solutions and their alignment with business objectives.
- Conduct regular reviews of system performance and user feedback to identify areas for improvement.
Skills / Requirements:
Pay Range $130,011.75 – 173,349.00+ (Based on Experience)
Benefits (All Non-Union Employees)
Why Join DHL Global Forwarding?
At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.
Be part of DHL Group, the world’s leading logistics provider, operating in 220+ countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000+ employees ensuring seamless transport and supply chain solutions. Explore careers with us: .
Equal Opportunity Employer
DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.
Work Authorization
Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.
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