Head of DCL Control Towers

About the role

The Head of DCL Control Towers leads the strategic oversight of DCL Control Tower operations 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 and develop a regional team of Senior Program Managers and Control Tower Managers, embedding 2030 competencies.
• Partner with Finance and Product to manage sector cost centres and improve cost‑to‑serve efficiency.

Required profile

• Strong strategic leadership 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 global environment.
• Expertise in SLA management, performance governance and data‑driven operational excellence.
• Advanced analytical ability to identify trends, anticipate risks and implement proactive improvements.
• Proficiency with digital systems and tools for visibility, automation and reporting.

Required skills