Key Skills

Job Description

About DHL and IRM: DHL Group is the world's leading logistics company, with more than 580,000 employees in over 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain. In Insurance & Risk Management (IRM) we focus on being trusted advisors by connecting with business colleagues and understanding their needs. We manage and mitigate risk and deliver quality insurance products and services to protect the company’s employees, assets and liabilities and to meet its contractual obligations to customers across the group. Job Purpose Provide leadership in designing and implementing application support and IT service management strategies to ensure high-quality production IT services, stability, and resilience across IRM core platforms, in alignment with business strategy, insurance regulatory requirements, and Group policies and standards. Lead the global application support function, ensuring consistent service delivery, incident response, problem management, and operational excellence for business-critical insurance applications. Key Responsibilities Lead the design and implementation of application support and IT service management strategies aligned with business objectives and Group policies. Manage global application support teams and external vendors, ensuring effective service delivery and support models. Apply insurance technology experience across claims platforms, policy administration systems, and rating and pricing engines. Define and continuously improve ITIL-aligned processes for incident, problem, change, release, and service lifecycle management. Ensure the availability, stability, performance, and resilience of business-critical insurance applications. Monitor SLAs, KPIs, and service performance, driving continuous improvement. Lead major incident management, root cause analysis, and preventive actions. Ensure production changes comply with governance, risk management, and control requirements. Oversee environment management, release coordination, and production readiness. Collaborate with Product, Architecture, Data, and Delivery teams to align application support with platform design and business needs. Resolve complex technical and operational issues across applications and system integrations. Lead continuous improvement initiatives to enhance service efficiency and operational resilience. Manage team development, workforce planning, vendor relationships, and stakeholder communications. Qualifications & Key Requirements Bachelor’s degree in Technology, Engineering, Management, or a related field (Master’s degree preferred). ITIL certification (Foundation / Intermediate / Expert) preferred. 12+ years of experience in application support, IT service management, or IT operations leadership roles. Strong expertise in ITIL frameworks, including incident, problem, change, and service management. Proven experience managing technical support teams, global vendors, and 24/7 operational support models. Experience in insurance or regulated industry environments is highly desirable. Fluent English is required; German language skills are an advantage. We offer Great opportunity to work for the biggest logistics company in the world International and virtual environment Flexibility and great opportunity to learn Tempting Compensation and benefits 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. If this is something you would like to do, don’t hesitate and start your application.

Core Responsibilities

Lead global application support and IT service management for business-critical insurance platforms, ensuring reliable service delivery, resilience, and compliance with business and Group requirements. Manage teams and vendors, oversee ITIL-aligned operational processes and major incidents, and drive service performance and continuous improvement.

Requirements

Requires a bachelor's degree in technology, engineering, management, or a related field; a master's degree and ITIL certification are preferred. Candidates should have 12 or more years of relevant leadership experience, strong ITIL expertise, experience managing global support teams and vendors in 24/7 operations, and preferably experience in insurance or another regulated industry; fluent English is required, with German advantageous.

Benefits

• Compensation And Benefits
• Flexible Work
• Learning And Development Opportunities
• International And Virtual Work Environment