Position: Business Change Specialist
SUMMARY
The Business Change Specialist supports the national rollout of Tango while continuing to provide operational support for CW1 where no-go customers remain active. The role combines operational implementation, system readiness, myDSV support, reporting, organizational change, data quality, and KPI enablement.
This position acts as a national resource with authority to drive process readiness and adoption across all Canadian Air and Sea branches. It ensures consistent use of Tango, proper use of CW1 for no-go customers, and reliable reporting across systems.
The BCS also develops and administers reports, programs, guidelines, and procedures to align DSV staff with KPI goals and provide the necessary training in the utilization of Tango, Cargo
Wise1, and myDSV.
KEY DUTIES AND RESPONSIBILITIES
Change Management and National Readiness
Lead staff readiness for Tango across all Canadian stations.Communicate system changes, updates, and requirements.Align stakeholders across Branches, P&O, Finance, Product, IT, and IMO.Track readiness progress and escalate risks to leadership.Support delivery of national go-live and hypercare.System Migration, TMS Bridge, and Process Standardization
Track TMS bridge readiness nationally; support stations with bridge-related tasks or failures.Map CW1 vs Tango gaps and support standardization of Canadian processes.Educate stations on bridge-created files, mandatory fields, event behaviors, and data limitations.Coordinate operational workarounds for system limitations or defects.Support UAT for Canadian workflows and validate system behaviors.Operational Deployment, SOP Alignment, and Field Support
Deploy Tango SOPs across Canada and ensure consistent use.Provide ongoing support for CW1 workflows where no-go customers remain.Troubleshoot system usage issues, event errors, document handling problems, and data inconsistencies.Ensure compliance with mandatory fields, local client definitions, and KPI rules.myDSV Support, Reporting, and Analytics
Act as national point of contact for myDSV questions, enrolments, and user errors.Generate reports from myDSV, CW1, and Tango for branches or leadership.Develop new operational reports based on customer, KPI, or audit needs.Support stations in interpreting KPI performance and data quality dashboards.Coordinate with IT or Product for report logic, data corrections, or systemic issues.Hold demonstrations and provide training on myDSV, eDC, Cargo
Wise1, and Tango.Sign clients up on myDSV, eDC, and related platforms as required.Training, Refresh Training, and KPI Enablement
Work with global trainers for initial Tango training.Deliver refresh training and onboarding training for new hires.Track training completion and ensure staff meet certification requirements before go-live.
Support management in understanding KPI rules and operational reporting.Reinforce data quality expectations and compliance.Support post-go-live operations as required by the customer or DSV.Review existing account procedures and recommend improvements.Coordinate and support operational projects assigned by the line manager.
Review procedures of existing accounts to identify & recommend opportunities for business and process optimizationCoordinate and support operational projects as assigned by line managerCross Functional Coordination
Work with Sales and Ops to assess customer impacts and design temporary workarounds.Support Finance with master data issues, billing flows, and intercompany requirements.Coordinate system access (Tango, SIMS, AVD, Zscaler) with IT teams based on defined access processes.Maintain strong integration with IMO and PMO for national reporting and issue escalation.Reporting, Documentation, and Issue Management
Maintain operational, KPI, and readiness reports.Document change impacts, workarounds, SOP updates, and process deviations.Provide clear reporting to leadership on readiness progress and outstanding issues.Prepare hypercare coverage and national support structure.Quality, Health & Safety:
Supports organizational commitment to ISO 9001, ISO 45001 certification – Montreal locationPerform assigned tasks to support DSV meets its objectives…
