Senior Operational Excellence Manager

• Bachelor's degree in logistics, supply chain management, operations management, engineering, business management, IT or an equivalent discipline
• Strong knowledge of end-to-end Road transport and control tower operations, including cross-border and multi-country execution
• Demonstrated experience in regional operations and complex implementation management for large customers; experience with hyperscaler, technology or high-demand accounts is an advantage
• Proven ability to lead cross-functional and cross-country initiatives in a matrix organisation without direct authority
• Practical experience in implementation governance, operational performance management, escalation and crisis management, root-cause analysis and continuous improvement
• Working knowledge of transport management systems, control tower platforms, data and KPI reportin
• Strong understanding of the operational, resource, capacity, system and service implications of customer requirements and scope changes
• Results-driven, structured and highly accountable, with strong execution and follow-through
• Calm and decisive under pressure, with the ability to manage ambiguity, rapidly changing priorities and demanding stakeholders
• Excellent stakeholder management, influencing, negotiation and conflict-resolution skills
• Strong analytical and problem-solving capability, with the ability to distinguish immediate containment from sustainable corrective action
• Clear, concise and confident communication in English, including communication with senior regional and global stakeholders
• Customer-focused while maintaining operational discipline, governance and appropriate challenge
• Collaborative leadership style and ability to build trust across cultures, countries and functions
• Minimum 8 years of relevant experience in logistics, transport, operations, implementation or key account management, including experience in a regional or multi-country environment

Job Req Number: 130948
Time Type: Full Time

The Regional Operations Lead has full regional accountability for the end-to-end implementation and operational management of a highly complex account across Road APAC.

The role owns the complete implementation and operations spectrum, from operational solution validation and implementation planning through country readiness, go-live, hypercare, steady-state performance, escalation management and continuous improvement. The role has no commercial ownership or sales responsibility.

The role provides end-to-end regional coordination and operational leadership in an environment characterised by high service expectations, unpredictable requirements and multiple cross-country dependencies.

• Successful and timely end-to-end implementation of approved new business scope across APAC countries, with clear ownership, readiness tracking, risk management, go-live control and post-go-live stabilisation.Consistent achievement of agreed customer service levels and operational KPIs across the regional network
• Effective management of escalations, including timely containment, root-cause resolution, corrective actions and transparent communication to regional and global stakeholders
• Strong implementation and operational governance, with clear decision logs, action tracking, standard operating procedures, change control and regular performance reviews
• Reduction of recurring service failures and measurable improvement in operational stability, process compliance, scalability and customer experience
• Effective alignment between the Global Account SPOC, regional CT, country teams and relevant Road functions on all implementation and operational matters

• Act as the regional implementation and operational owner for the account, with full accountability for execution across the complete implementation and operations lifecycle
• Serve as the regional SPOC for the Global Account SPOC on all implementation, operational performance, service continuity, risk and escalation topics
• Lead the regional implementation of new Road business scope in close cooperation with the Account CT, countries, IT, procurement, quality and other relevant functions
• Validate operational feasibility and convert approved customer requirements and global account standards into executable regional and country-level operating models, implementation plans, SOPs, controls and handover requirements
• Own implementation governance, including scope clarification, resource and capacity alignment, operational design, system and data readiness, testing, training, cutover, go-live, hypercare and transition to steady-state operations
• Ensure robust operational handover and acceptance criteria are completed before new scope moves into steady-state management
• Act as the first regional escalation layer when the Account CT and country teams cannot resolve implementation or operational issues; mobilise the required functions, establish recovery plans and drive issues to closure
• Maintain a clear escalation and crisis-management framework and ensure critical risks, decisions, dependencies and customer impacts are communicated promptly to the appropriate regional and global stakeholders
• Coordinate cross-country responses to urgent, complex or unpredictable customer requirements while balancing service, capacity, compliance, security, safety and operational feasibility
• Lead regular regional implementation and operational reviews, tracking readiness, milestones, performance, service failures, root causes, corrective actions, open risks and dependencies
• Drive standardisation and continuous improvement across countries, including process discipline, automation opportunities, KPI visibility, operational scalability and prevention of recurring issues
• Ensure account requirements are incorporated into country execution while respecting DSV governance, operational standards and applicable legal, security, safety and compliance requirements
• Own regional operational preparedness, including capacity planning, peak readiness, contingency planning and business continuity for the account
• Assess the implementation and operational impact of scope changes and provide fact-based input on feasibility, resources, timelines, risks and service implications to the relevant account stakeholders
• Commercial decisions and ownership remain outside this role
• Build trusted working relationships across global, regional and country stakeholders and promote a clear one-team operating model

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

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