[Hiring] Customer System Provisioning Manager @DSV

Role Description

The Customer System Provisioning Manager is a pivotal leadership role responsible for the strategic oversight of the client onboarding program. This individual directs a team of Onboarding administrators to ensure seamless system readiness through the creation of metadata containers and the management of external workforces via SAP Fieldglass. The primary goal is to exceed Service Level Objectives (SLOs) during the provisioning phase, laying the foundation for long-term customer success and operational stability.

• Lead, mentor, and manage a team of Customer System Provisioning Specialists; provide the coaching and performance feedback necessary to scale the onboarding department.
• Act as the regional lead for SAP Fieldglass configurations, ensuring that contingent labor and external service providers are correctly integrated into the system ecosystem for new sites.
• Own the end-to-end integrity of site configurations by creating and validating Metadata Containers for all new locations; ensure all site-specific variables are mapped correctly prior to site turn up.
• Define and monitor critical Onboarding Service Level Objectives (SLOs), including provisioning lead times, system accuracy rates, and initial user adoption metrics.
• Continuously refine the provisioning road map to improve efficiency, reduce "time-to-value," and enhance client satisfaction scores (CSAT).
• Build and maintain a comprehensive hardware tracking database for all sites within the project scope to ensure equipment readiness.
• Oversee the creation of all onboarding-related resources, including specialized metadata containers, training materials, and knowledge base articles.
• Work closely with client leadership to ensure all new sites are enrolled in the system with 100% data accuracy before the operational start date.

• Lead technical reviews following any provisioning delays or metadata errors to prevent recurrence.
• Coordinate between business and technical organizations to ensure system configurations align with the broader project level goals.
• Provide regularly scheduled updates on SLO achievement and provisioning status to internal and external executive stakeholders.
• Interview client personnel to determine specific system requirements and translate them into standardized metadata templates.
• Coordinates between the business and development organizations at the project level.
• Provides regularly scheduled project updates to clients and internal stakeholders.
• Build and maintain relationships with clients to understand and anticipate customer needs for specific projects.
• Adept at determining requirements by interviewing client personnel, reviewing documentation and facilitating working sessions.
• Skilled at creating business process models based on the requirements.
• Capable of recording and re-designing operational processes.
• Able to present solutions defined above to senior management.
• Knowledgeable about the functional IT, tools, templates and methods and able to set up the system to meet the desired business process and requirements.
• Strong communication skills and willingness to work in a team environment are required.
• Performs other duties as required.

Qualifications

• Experience: 3–5 years in a client-facing role, with at least 2 years in a management or leadership position.
• System Expertise: Advanced proficiency in SAP Fieldglass and experience managing complex metadata structures/containers.
• Project Management: Proven ability to manage high-volume site launches with a focus on meeting strict SLOs.
• Technical Literacy: Ability to use data-driven insights to identify bottlenecks and drive process improvements.

Requirements

• For this position, the expected base pay range is $84,080.00 – $126,120.00. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.
• Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.