Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

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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.

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DHL 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. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

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Grow YOUR career with DHL today…

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\n\nREGIONAL SR. MANAGER, END USER SERVICES – AMERICAS, EXPRESS BUSINESS UNIT\n\nLocation: Plantation, FL\n\tCandidates must already have valid US work authorization\n\n\n

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DHL Express Americas has an opening for a Regional Sr. Manager, End User Services. This position will be reporting directly to the Regional VP of Infrastructure, Security, and Service Management, and a key member of the Express Americas IT ISSM leadership team. The position is responsible for leading the strategy, innovation, and operational excellence of the end-user technology experience across the Americas region.\n\nThis includes managing the desktop/PC environment, Microsoft 365 ecosystem, and driving innovation through AI, automation, and citizen development initiatives. The ideal candidate will also bring strong project management capabilities to lead regional initiatives and ensure successful execution of transformation programs.

\n\nKey Responsibilities:\n\n

·       Lead the strategic direction and operational delivery of end-user services across the Americas region, including, but not limited to:

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o   Hardware: Desktops, laptops, tablets, mobile devices. Peripherals (monitors, printers, docking stations, etc.). Device lifecycle management (procurement, imaging, deployment, disposal).

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o   Operating Systems: Microsoft Windows, Mobile OS (iOS, Android)

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o   Productivity Suites: Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint)

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o   Collaboration & Communication Tools: Microsoft Teams, Zoom, Outlook / Email clients and calendaring systems, Videoconferening systems.

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o   Endpoint Management: Microsoft Intune, Patch management and compliance tools.

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·       Drive innovation by fomenting and implementing AI and automation solutions that enhance user productivity, streamline support operations, automate business processes, and reduce manual effort.

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·       Develop and execute a roadmap for end-user enablement and upskilling, focusing on digital dexterity, tool adoption, and user empowerment.

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·       Promote and support a thriving citizen developer community by enabling low-code/no-code platforms (e.g., Microsoft Power Platform), providing training, and fostering innovation from within.

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·       Engage with regional Service Desk and Desktop Support teams, ensuring consistent, high-quality service delivery and improve user experience across all countries.

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·       Collaborate with global, regional, and country IT teams to align strategies and priorities, share best practices, and ensure compliance with enterprise standards and security policies.

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·       Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and digital experience and user satisfaction metrics to drive continuous improvement.

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·       Lead global and regional IT projects related to end-user services, ensuring on-time, on-budget delivery with measurable business outcomes.

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·       Act as the primary liaison between regional business stakeholders and IT for all end-user service matters.

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·       Represents, and is primary interface for, Americas Region on the Global IT End User Service domain.

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·       Manage vendor relationships and contracts related to end-user support and technology solutions.

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\n\nQualifications:\n\n

·       5+ years of experience in IT end-user services, with a strong background in Desktop/PC management, Microsoft 365, Driving Innovation and Improvement, and Service Delivery.

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·       Proven experience leading regional and/or global IT projects with strong project management skills; PMP or Prince2 certification preferred.

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·       Demonstrated success in implementing AI and/or automation solutions in an enterprise environment.

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·       Experience supporting or building citizen developer programs using platforms like Microsoft Power Platform.

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·       Strong leadership and communication skills, with the ability to influence and collaborate across all levels of the organization.

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·       Bachelor’s degree in a related field; Master’s degree preferred.

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·       ITIL certification preferred; additional certifications in Microsoft technologies are a plus.

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·       Fluent in English; Spanish and/or Portuguese is a strong advantage.

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EEO: “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, and other legally protected characteristics”

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