Head of IT – Kenya at DHL Express
Role Context
Lead the IT function and overseeing the strategic direction,
implementation, and management of IT systems and services. This role
encompasses data protection, IT security, and digitalization initiatives,
ensuring that technology aligns with business objectives while safeguarding
sensitive information and optimizing digital processes. Lead the implementation
of technology enhancements, functional priorities and deliver systems/
applications, hardware acquisition and integration requirements in line with overall
country’s business strategy and objectives, and Group guidelines and policies.
Support Digital Customer Solutions and Programs. Minimize service disruptions,
improve performance, and ensure customer satisfaction. Drive continuous
improvement initiatives, drives operational excellence and objectives by
ensuring reliable and high-quality. Drive all areas in the IT scorecard and IT
priorities.
Management Responsibilities
- Manage,
coach and mentor IT team.
- Implement
plans enhancing the organization and IT functions
- Prioritize
and support tasks effectively, considering urgency, impact to the business
operations, and available resources to ensure timely resolution of
critical issues optimal.
- Conduct
regular performance evaluations, set SMART (Specific, Measurable,
Achievable, Relevant, Time-bound) goals, and provide constructive feedback
to team members to enhance their skills and productivity.
- Identify
training needs and opportunities for skill enhancement among team,
facilitate training sessions, and promote continuous learning to keep pace
with evolving technologies and industry best practices.
- Identify
inefficiencies in support workflows, propose and implement process
improvements and automation solutions to streamline support operations,
enhance service delivery, and increase customer satisfaction.
- Manage
relationships with external vendors and service providers, adherence to
contracts, monitor service level agreements (SLAs), and ensure vendor
performance meets expectations to support business objectives effectively.
- Collaborate
with senior management and finance teams to develop and manage the IT
support budget, track expenditures, and make informed decisions to
optimize resource allocation and control costs without compromising
service quality.
- Identify
potential risks and vulnerabilities in IT support operations, implement
preventive measures, and develop contingency plans to mitigate the impact
of disruptions on business continuity and information security.
- Prepare
regular reports and updates on support activities, key performance
indicators (KPIs), and service metrics for management review, communicate
effectively with stakeholders to provide transparency and ensure alignment
with organizational goals and objectives.
Key Tasks
- Execute
the IT strategy in alignment with the organization’s overall business
strategy and objectives.
- Lead
the IT department, fostering a culture of innovation, collaboration, and
continuous improvement.
- Ensure
compliance with data protection regulations (e.g., GDPR) and develop
country policies for the secure handling of personal and sensitive data
that are aligned to region and global.
- Implement
data governance frameworks to ensure data quality, integrity, and
accessibility across the organization.
- Oversee
the development and execution of data protection training programs for
employees.
- Establish
and maintain an information security management system (ISMS) to protect
the organization’s information assets
- Implement
IT security policies, standards, and procedures to mitigate risks and
respond to security incidents.
- Conduct
regular IT assessments and audits to identify vulnerabilities and ensure
compliance with industry standards and regulations.
- Drive
digitalization initiatives to enhance operational efficiency, customer
experience, and business agility.
Identify and evaluate emerging technologies that can be leveraged to improve business processes and service delivery. - Collaborate
with cross-functional teams to implement digital solutions that align with
organizational goals.
- Oversee
the management of IT infrastructure, ensuring high availability,
performance, and reliability of IT services.
- Manage
IT budgets, resources, and vendor relationships to optimize service
delivery and cost-effectiveness.
- Ensure
the implementation of effective IT service management (ITSM) practices to
support the organization’s IT operations.
- Lead
and mentor the IT team, development and ensuring a high level of technical
expertise. Foster a collaborative and inclusive team environment that
encourages innovation and knowledge sharing.
- Communicate
regularly with leadership and key stakeholders to provide updates on IT
initiatives, performance, and strategic direction. Collaborate with
business units to understand their technology needs and ensure IT
solutions align with business objectives.
- Ensure
adherence to IT governance frameworks, policies, and regulatory
requirements.
- Proactively
manage risks associated with IT operations and data protection, developing
contingency plans.
- Support
and deploy all program delivery systems and digital customer solutions.
- Manage
all KPI’s and IT priorities. Generate regular service management reports
for IT leadership, country business reviews and provide strong guidance
and direction for service management initiatives.Optimize costs and manage
IT budget for infrastructure and ITSM Manage end user, IT Support and
telecommunications landscape
- Oversee
the incident management process to ensure timely resolution of incidents.
Coordinate with IT support teams to restore normal service operations
within SLA’s. Analyze incident trends and recommend measures to prevent
future occurrences. Identify and manage the root causes of recurring
incidents.
- Facilitate
problem-solving sessions and track the progress of problem resolution.
Maintain databases and ensure effective communication of solutions.
- Manage
the change management process to ensure controlled and successful
implementation of changes.
- Evaluate
change requests, assess risks, and coordinate change approvals.
- Monitor
service level agreements (SLAs) with internal and external stakeholders.
- Track
and control IT assets and configurations to ensure data integrity. Conduct
regular audits to verify the accuracy of configuration records.
- Maintain
dashboards and reports on IT service performance. Analyze service
performance data to identify trends, issues, and opportunities for
improvement. Present findings and recommendations to senior management.
- Liaison
between IT and business units to understand and address service
needs.Communicate effectively with stakeholders regarding service updates,
performance, and improvements. Conduct training sessions and workshops on
ITSM processes and tools.Ensure compliance with ITSM standards and best
practices. Conduct regular reviews and updates of ITSM documentation.
- Managing
and enhancing IT service delivery processes within the country.
- Purchasing
of all IT infrastructure and ensuring the quality standards are adhered
to.
Minimum Requirements
Education & Experience
- Bachelor’s
degree in Information Technology, Computer Science or a related field
- ITIL
Foundation certification is required; higher-level ITIL certifications
(e.g., ITIL Practitioner, ITIL Expert) are preferred.
- Additional
certifications in relevant areas (e.g., COBIT, ISO/IEC 20000) are a plus.
Expected (Years of) Experience
- +8
years of experience in IT management or a related role.
- Proven
experience in IT leadership roles, with a strong understanding of data
protection, IT security, and digital transformation.
- n-depth
knowledge of relevant regulations and standards (e.g., GDPR, ISO 27001).
- Strong
strategic thinking and problem-solving skills, with the ability to drive
change and innovation.
- Excellent
communication and interpersonal skills for effective stakeholder
engagement
DHL Students and Graduates Programs 2025–Apply Now!
GROW YOUR SKILLS, SHAPE THE WORLD
Are you ready to kick-start your career with a company that's
shaping the future and making a positive impact on the world?
Join one of our Students & Graduates Programs and we’ll get your career
moving. You will grow your skills, learn new ones and build a career for life.
I'M A STUDENT
I'M A GRADUATE
OPPORTUNITIES FOR STUDENTS
Still in education and considering your options? There's
a world of opportunities at DHL Group. Join us for an internship and you can
gain valuable, real-world experience while you study for a degree. Or perhaps
you'd rather earn while you learn and explore the various apprenticeships we
offer?
AIESEC Upgrade ProgramIf you're looking to gain some
overseas experience during your studies, our AIESEC Upgrade Program could be a
perfect choice. It's the only international internship program of DHL, and it
gives you the chance to work on live projects, interact with clients, network
with people across the business and develop the skills you need to take the
next step in your career.
- What
is it? Our international internship program
- Who
is it for? Students and those starting out in their
professional career
- Where
is it based? DHL sites worldwide
- How
many places are available? Around 100 each year
Local Internships
Alongside Upgrade, our international internship program, we
offer a wide range of locally-run internship opportunities. Each of these
offers a fantastic insight into our business and a chance to gain the
real-world experience you need to complement your studies. For many, these
local internships have proved to be the perfect stepping stone to a successful
career with DHL.
- Who
are they for? Those studying for a degree or taking a gap year
- Where
are they based? DHL sites worldwide
- How
many spots are available? Approx. 200 per year
Internship Program - USA and Canada
In the USA, interns have the opportunity to grow as leaders
within one of our warehouses or Supply Chain Support Center,
while also participating in a formalized Summer Internship Program.
The goal of the program is to enhance student’s business acumen through
continuous learning and networking opportunities. Each Intern will be
considered for full-time opportunities at the completion of the program.
Current
3rd-4th year university/college student enrolled in a 4 year degree program
OPPORTUNITIES FOR GRADUATES
Depending on where your talents and interests lie (and
where in the world you are based, of course!), we're sure to have a graduate
development program that's perfectly suited to you. Alternatively, if you'd
prefer to jump straight into a regular, full-time job, we offer plenty of
direct entry roles too.
Graduate Programs – Asia
If you're based in the Asia-Pacific region, we offer a
variety of programs that will give you an incredible insight into our Supply
Chain business. Just like our G100 program on the other side of the world, they
combine structured learning with real-world industry experience, helping you
develop the skills you'll need for a long, successful, and rewarding career.
Direct Entry – Worldwide
Structured development programs are not right for everyone.
If you'd rather bring your skills and experience and apply them in a
conventional, entry-level role, there are plenty of different paths you can
take. From crucial front-line Delivery and Warehouse roles to exciting
opportunities behind the scenes in areas like Sales and Marketing, IT, Finance,
HR, and Procurement.
College Recruit - USA and Canada
If you want to make an immediate impact, you’re looking for
hands-on leadership experience, and you have what it takes to tackle whatever
challenges the day brings… we want you on our team at DHL Supply Chain.
We look for leaders that offer Ambitious, Confident and Enthusiastic characteristics
and have a passion to develop their leadership skills and the skills of those
around them.
A candidate must be a senior graduating with a bachelor's degree either in
December or May of any given year.
GROW Program - Germany
If you're looking for a development program where you can
spread your wings, our GROW graduate program has it all. Over the course
of 18 months, you’ll take on countless new challenges, enjoy a variety of
exciting opportunities and have the chance to build your network in the world
of logistics. Choose the international option and you'll also get to spend time
living and working overseas.
- Who
is it for? Graduates and those starting out in their professional
career
- Where
is it based? Germany, with the option of a 3-month assignment
overseas
- What
is the salary? Up to €46,5k while on the program
- When
does it start? Start dates in April and October each year.
G100 Program – EMEA
If you want a deeper insight into our Supply Chain business,
our G100 graduate program is the way to go. You can choose the particular
area you want to specialize in. And from there, your training will be tailored
to your individual needs. But whichever path you choose, you'll gain lots of
real-world industry experience and develop the skills you need for a career
that will take you as far as you want to go.
- Who
is it for? Graduates and those starting out in their professional
career
- Where
is it based? 18 locations across mainland Europe, Middle East and
Africa
- What
can I specialise in? Operational Leadership, Operations
Excellence, Finance, IT or HR
Graduate Programs - UK
If you're looking to join us in the UK, there are several
options open to you. Within our Supply Chain business, we offer specialized
programs in Finance, HR, IT Management, Project Management, Procurement, and
Leadership. Or maybe you'd prefer the DHL Express program, which is all about
developing your professional skills and a broader understanding of the business
as a whole.
Graduate Programs – Asia
If you're based in the Asia-Pacific region, we offer a
variety of programs that will give you an incredible insight into our Supply
Chain business. Just like our G100 program on the other side of the world, they
combine structured learning with real-world industry experience, helping you
develop the skills you'll need for a long, successful, and rewarding career
Direct Entry – Worldwide
Structured development programs are not right for everyone.
If you'd rather bring your skills and experience and apply them in a
conventional, entry-level role, there are plenty of different paths you can
take. From crucial front-line Delivery and Warehouse roles to exciting
opportunities behind the scenes in areas like Sales and Marketing, IT, Finance,
HR, and Procurement.
College Recruit - USA and Canada
If you want to make an immediate impact, you’re looking for
hands-on leadership experience, and you have what it takes to tackle whatever
challenges the day brings… we want you on our team at DHL Supply Chain.
We look for leaders that offer Ambitious, Confident and Enthusiastic characteristics
and have a passion to develop their leadership skills and the skills of those
around them.
A candidate must be a senior graduating with a bachelor's degree either in
December or May of any given year.
GROW Program - Germany
If you're looking for a development program where you can
spread your wings, our GROW graduate program has it all. Over the course
of 18 months, you’ll take on countless new challenges, enjoy a variety of
exciting opportunities and have the chance to build your network in the world
of logistics. Choose the international option and you'll also get to spend time
living and working overseas.
- Who
is it for? Graduates and those starting out in their professional
career
- Where
is it based? Germany, with the option of a 3-month assignment
overseas
- What
is the salary? Up to €46,5k while on the program
- When
does it start? Start dates in April and October each year.
G100 Program – EMEA
If you want a deeper insight into our Supply Chain business,
our G100 graduate program is the way to go. You can choose the particular
area you want to specialize in. And from there, your training will be tailored
to your individual needs. But whichever path you choose, you'll gain lots of
real-world industry experience and develop the skills you need for a career
that will take you as far as you want to go.
- Who
is it for? Graduates and those starting out in their professional
career
- Where
is it based? 18 locations across mainland Europe, Middle East and
Africa
- What
can I specialise in? Operational Leadership, Operations
Excellence, Finance, IT or HR
Graduate Programs - UK
If you're looking to join us in the UK, there
are several options open to you. Within our Supply Chain business, we offer
specialized programs in Finance, HR, IT Management, Project Management,
Procurement, and Leadership. Or maybe you'd prefer the DHL Express program,
which is all about developing your professional skills and a broader
understanding of the business as a whole.Find out more