DHL Express, Inc. GAIT Services Manager in Belgium


DHL Express in Brussels is seeking a GAIT Services Ma nager. As a GAIT Services Manager you will be responsible for Service Level Management, Change Management, Configuration Management and Asset Management within the scope of the Global Aviation IT landscape. You will be responsible not only for the processes, but also tools and systems and their means of delivery.

What does this mean exactly?

For Service Level Management - The planning, implementation, control, review and audit of service

provision, to meet customer business requirements. More precisely you will:

  • Coordinate with global service management teams on delivering run services that meet agreed service levels.

  • Negotiate, implement and monitor service level agreements as well as regular review of and monitoring of SLA’s.

  • Plan, implement, control, review and audit of service provision.

  • Diagnose service delivery problems and initiate actions to maintain or improve levels of service.

For Change Management - The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents or problems, providing effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted. More specifically you

  • Ensure that ITIL standardized methods, procedures and best practices are used for efficient handling of all Changes to the production environment.

  • Provide guidance and support of mid to large projects in order to comply with change management process and to satisfy customer needs.

  • Develop implementation plans for dealing with more complex requests for change, evaluate risks to integrity of infrastructure inherent in proposed implementations, review the effectiveness of change implementation and suggest improvement to organizational procedures governing change management.

  • Lead the assessment, analysis, development, documentation and implementation of changes based on requests for change.

For Configuration Management - The lifecycle planning, control and management of the assets of an organization (such as documentation, software and service assets, including information relating to those assets and their relationships. This involves identification, classification and specification of all configuration items (CIs) and the interfaces to other processes and data. More specifically you

  • Are an expert in tools, processes and practices to effectively and efficiently execute ITIL Configuration

Management process.

  • Are an expert in maintaining information about Configuration Items, Business Services and their relations in Configuration Management Database (CMDB).

  • Perform CMDB verifications to ensure CMDB data completeness and quality and providing end user reports.

For Asset Management - The management of the lifecycle for service assets (hardware, software intellectual property, licenses, warranties etc…) including inventory, compliance, usage and disposal, aiming to optimize the total cost of ownership and sustainability by minimizing operating costs, improving investment decisions and capitalizing on potential opportunities.

What do we expect of you?

  • You are an expert in ITIL Change Management, Release Management and Risk Management discipline

  • You have strong knowledge of international standards for software asset management

  • Close integration with change and configuration management principles is required

  • You are fluent in spoken and written Dutch & English

  • You are a team player and are able to supervise a team

  • You are independent and flexible and a strategic thinker

  • You are able to perform in a very complex, multinational and multicultural environment often across multiple time zones.

  • You are strong in identifying, analysing, managing and monitoring relationships with and between stakeholders.

  • You have good IT technical understanding

  • Data Privacy & Protection (including GDPR) skills is an asset. So is Information Security Management, Risk Management and experience in defining Business Continuity & Disaster Recovery plans.

Interested in this challenging position and you meet the profile? Please apply online by attaching your resume and cover letter in which you convince us you are the right candidate.