Head of DCL Control Towers

About the role

The Head of DCL Control Towers leads the strategic execution of the DCL Control Tower network across Europe, ensuring alignment with the Global Target Operating Model and DGF Strategy 2030. This senior position bridges regional product leadership with country‑level Control Tower teams to drive consistency, customer retention, and profitable growth.

Key responsibilities

• Translate GTOM and DGF non‑standard service principles into sector‑specific Control Tower playbooks covering SLA, visibility, and escalation management.
• Align country Control Tower structures with regional and product growth priorities and standardise SOPs, KPIs and RCA templates.
• Lead predictive SLA governance using digital dashboards, monitor performance across key countries and drive root‑cause resolution.
• Oversee digital tool adoption, data accuracy and automation initiatives to achieve productivity gains.
• Act as senior operational contact for top sector customers, conduct quarterly service reviews and coordinate cross‑border operations.
• Lead a regional team of Senior Program Managers and Control Tower Managers, embedding 2030 competencies such as orchestration, data fluency and systems thinking.
• Partner with Finance and Product to manage sector cost centres, improve cost‑to‑serve efficiency and drive year‑on‑year productivity improvements.

Required profile

• Strong strategic leadership capability with experience translating business objectives into scalable operational solutions across multiple countries.
• Extensive knowledge of Control Tower operations, logistics and supply‑chain management in a complex global environment.
• Proven expertise in SLA management, performance governance and data‑driven operational excellence.
• Advanced analytical skills with the ability to identify trends, anticipate risks and implement proactive improvements.
• Strong digital and systems proficiency, capable of driving automation and digital adoption.

Required skills