Business Change Manager, Customer Application (POM), Air & Sea

Location: ZAF - Kempton Park, Serengeti Blvd (DSV Park Gauteng)
Job Posting Title: Business Change Manager, Customer Application (POM), Air & Sea 
Time Type: Full Time

Main Purpose of the Role:

• Commercial Support – Purchase Order Management, Supply Chain Solutions and FMS
• Strategic Implementation Project Lead on POM projects in collaboration with Implementation team
• Internal Projects and Process Improvements (Best Practice)
• Internal & External Training – Purchase Order Management and systems
• Second line support on POM
• Ensure relevant support structure to equip team members to manage first line support requests
• Business Implementation Manager responsibility on EDI projects associated with POM solutions
• Reporting analyst for special customer reporting requirements associated with POM solution
• Managing POM customer portfolio to ensure optimal system health and use of platform by internal and external end users
• Engage with Commercial owners to support on Value roadmaps for the customers and introduce areas of improvement through enhanced system use
• Continuous Improvement Projects associated with POM product and customer base
• Ensure updated commercial product pipeline is managed with the commercial teams and outcomes are clearly documented
• Ensure regular training and sessions held with commercial and operational stakeholders to drive and enhance system knowledge
• Contribute towards demand planning for the region
• Represent SSA on global forums and act as conduit to actively communicate, document and track demand management on bug fixes, feature enhancements and creations

Duties & Responsibilities:

• Leadership & Coordination
• Lead and oversee all customer implementations across SSA for Air & Sea associated with POM, ensuring alignment with global standards and regional nuances.
• Drive cross-functional coordination for implementations impacting other business units ensuring seamless integration and stakeholder alignment.
• Represent SSA in global forums, ensuring origin/destination requirements are effectively implemented and regional needs are communicated.
• Commercial & Project Support
• Partner with Sales and Project Management to scope, plan, and execute new business implementations, ensuring operational readiness and customer satisfaction.
• Support retention initiatives by leading re-implementation efforts for existing customers, focusing on continuous improvement and service recovery.
• Project Governance & Execution
• Monitor, manage, and report on all major implementation projects using standardized project management tools, ensuring delivery within scope, time, and budget.
• Define and track KPIs and success metrics, applying performance measurement frameworks to assess project outcomes and drive accountability.
• Process & Quality Management
• Facilitate regular SOP reviews with CRM teams for key accounts, ensuring documentation is current, version-controlled, and aligned with operational realities.
• Enforce the use of approved implementation templates and ensure compliance with global and regional standards.
• Systems & Tools Enablement
• Coordinate support from Systems and Business Process teams for all DSV tools relevant to implementation projects, including MyDSV, Booking and Quoting capabilities
• Act as SSA lead for MyDSV: oversee commercial, maintenance, and training aspects of the Track & Trace platform, both internally and externally.
• Drive and support regional initiatives to successfully achieve myDSV activation and adoption targets
• Training & Capability Building
• Lead onboarding and training for new Sales and CRM team members on implementation methodology, tools, and best practices.
• Develop and deliver training materials to promote consistency and excellence in implementation execution.
• Continuous Improvement & Knowledge Management
• Initiate and support CIP (Continuous Improvement Projects) leveraging feedback and analytics to refine processes.
• Maintain and contribute to SharePoint content, team IOPs, and support documentation to ensure knowledge sharing and operational transparency.

Tertiary Qualification:

National Diploma / B. Degree/ B. Tech advantage

Matric (Grade 12)

Additional Computer Skills:

Proficient in Excel, PowerPoint, word and Outlook

Cargowise/ TANGO or other related Industry TMS, Microsoft Dynamics/ CRM software; Purchase Order Management Systems/ Customer Visibility platforms, Power BI, Understanding of EDI and API technologies and disciplines

Job-Related Requirements:

• Minimum of 5 – 7  years’ Systems and Process experience in a Freight Forwarding environment
• Preference to Senior Systems and Processes.
• Consideration for Operational Management/ Supervisory role in either Operations, Account Management should they have suitable technical acumen and exposure to Systems.
• Strong project management acumen and ability to self-manage.
• Customer Engagement: Proven experience in a front-facing role, engaging directly with customers.
• Strong analytical and systems skillset – CW1 and web-based customer visibility tools (eg. MyDSV) advantage

Electives:

• Deadline driven
• Strong administration and Communication skills
• Ability to connect with people and build solid relationships
• Pragmatic and hands-on approach
• Project Management skills
• Dynamic
• Ability to create and present presentations to both internal and external audiences
• Strong analytical skills
• Solution-minded
• Strong System acumen

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.

Disclaimer: Due to the high volume of applications received, only shortlisted candidates will be contacted. Should an external candidate not hear from us within four (4) weeks following their application, they should consider their application unsuccessful. Strictly fair and non-discriminatory selection procedures will be followed. We use Affirmative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with DSV’s Employment Equity plans. DSV reserves the right to defer or close a vacancy at any time. 

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