Manager, Design & Implementation, Global Customs

Job Req Number:  113412
Time Type: Full Time

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Role purpose
We are looking for a senior, highly experienced leader to build and lead the Global Customs Design & Implementation function. This role owns the global methodology, governance framework, and execution quality for all customer implementations across Global Customs. The Director acts as the strategic owner of end-to-end solution design and implementation delivery, ensuring that customer requirements from RFI/RFQ through go-live are translated into clear, executable, and scalable solutions. The Director also directly leads implementations for high-visibility, high-complexity global customers, serving as the senior point of accountability. In addition to handling strategic implementations, the Director will lead a team of E2E Implementation Managers, provide senior stakeholder alignment, and drive continuous improvement of the global implementation approach. The ideal candidate combines strong leadership, deep operational/technical understanding, and the ability to influence at senior levels across the organization.

Key responsibilities

Leadership & Governance

• Translate customer requirements from RFI/RFQ documents into clear technical and operational solution designs
• Build solution blueprints, including operational flows, reporting needs, visibility tools, control tower structures, etc.
• Ensure the proposed solution is deliverable, cost-aligned, and operationally viable
• Participate in customer presentations and Q&A sessions as required

Project Leadership & Implementation Management

• Act as single end-to-end owner for each assigned implementation project
• Develop and manage detailed project plans, timelines, and deliverables
• Coordinate all involved parties: region/country operations, IT, legal, compliance, and commercial teams
• Lead project governance: status reporting, risk management, issue escalation and cost management
• Oversee SOP/IOP creation, process documentation, and operational readiness
• Prepare go-live plans and coordinate region/country teams

Go-Live & Hypercare

• Lead the cutover to operations, ensuring a controlled and structured go-live
• Monitor operational and technical stability during hypercare
• Facilitate customer touchpoints during early operational phases
• Coordinate quick resolution of early-life issues
• Validate that performance, reporting, and service levels are functioning as contracted
• Ensure a clean and documented handover to operational ownership

Internal Collaboration & Continuous Improvement

• Work closely with global customs commercial, IT, and regional operational teams
• Identify recurring issues and contribute to building scalable global best practices
• Support development of standard templates for project plans, SOPs, reporting and documentation
• Provide feedback loops to improve future solution designs and tender responses

What success looks like

• Customer receives a consistent, high-quality experience with one primary point of contact
• Tender solutions are implemented exactly as scoped, on time, and within expected service levels
• Technical and operational readiness are clearly defined, documented, and achieved
• Go-live is smooth, controlled, and free of major issues
• Customer satisfaction is high during and after implementation
• Internal stakeholders experience fewer handovers, less rework, and clearer accountability
• Implementation risks are identified early and managed proactively
• A repeatable and scalable implementation framework is strengthened over time

What we offer: 

• Employment based on an employment contract, along with a comprehensive benefits package  
• Training and development programs, as well as access to an e-learning platform  
• Onboarding program with the support of a dedicated Buddy  
• Participation in an annual, company-wide integration event  
• A work environment based on Scandinavian organizational culture  
• Opportunities for growth through our internal program  

Benefits: 

• Sharing the costs of sports activities  
• Private medical care  
• Sharing the costs of foreign language classes  
• Sharing the costs of professional training & courses  
• Life insurance  
• Integration events  
• Corporate gym  
• Corporate sports team  
• Coffee / tea  
• Parking space for employees  
• Extra social benefits  
• Holiday funds  
• Christmas gifts  
• Employee referral program  
• Charity initiatives  
• Bicycle parking  
• Modern and ergonomic office  
• Yoga in the office  

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

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