Job Description

About DHL and IRM:

DHL Group, the logistics provider of the world with over 580,000 employees in more than 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. As our business keeps growing, we want you in our Americas region.

Ready to immerse yourself in the exciting world of IRM? Join the team and bring your expertise on board! As part of the DHL Group, you will be working with a global network of IRM colleagues and benefit from a wide range of development opportunities.

We are looking for an immediate, full-time, permanent position in Plantation, Florida.

Job Purpose:

• Provide input to and lead the design and implementation of application support and service management strategy to ensure the highest quality of production IT services, stability, and resilience across IRM core platforms in line with business strategy and objectives, insurance regulatory requirements, and Group guidelines and policies.
• Leads the global application support function, ensuring consistent service levels, incident response, problem management, and operational excellence for business‑critical insurance applications.

Your tasks:

• Experience in managing and delivering insurance platforms i.e. Salesforce, Riskonnect and other insurance platforms
• Lead the IRM regional agenda, people management and service delivery
• Participate in design and lead implementation of application support and IT service management strategy in line with business strategy and Group policies
• Define, implement, and continuously improve ITSM processes, including Incident, Problem, Change, Release, and Service Lifecycle Management
• Lead and manage global application support teams and vendors, including 24/7 support models and regional delivery
• Ensure availability, stability, and performance of business‑critical IRM applications, including underwriting, claims, and policy platforms
• Monitor and oversee service performance, SLAs, KPIs, and reporting, and drive service quality improvements
• Lead incident and problem management, including root cause analysis and implementation of preventative measures
• Ensure all production changes adhere to change management policies and governance controls
• Support environment management, release coordination, and production readiness activities
• Collaborate with Product, Architecture, and T‑A‑T teams to ensure alignment between support, delivery, and platform design
• Provide expertise to resolve complex technical and operational issues across applications and systems integration
• Lead continuous improvement initiatives, identifying opportunities to increase effectiveness, efficiency, and resilience
• Develop and maintain service management documentation, standards, and communication across IT and business stakeholders

Your profile:

• Bachelor’s degree in technology, Engineering, management, or related discipline (Master’s degree preferred)
• 12–15+ years of experience in application support, IT service management, or IT operations leadership, with:
• Strong expertise in insurance value chain, claims and specialty lines, incident, problem, change, and service management
• Experience managing tech support teams, vendors, and 24/7 support models

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.