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About the role
- Manager responsible for improving IT service support and user experience at DP World Oceania. Driving performance metrics and managing vendor relations for the Oceania region.
Responsibilities
- Lead the performance of end-user support services across Oceania, ensuring delivery meets service levels and business expectations
- Drive service governance through regular operational, monthly, and quarterly reviews, using insights to improve performance
- Monitor service metrics, identify trends, and implement improvements to enhance user experience
- Manage vendor relationships, ensuring contractual compliance and continuous service improvement
- Act as the senior escalation point for major incidents, coordinating teams and keeping stakeholders informed
- Build strong relationships with business leaders to align support services with operational needs
- Provide leadership oversight of support teams, fostering a culture of accountability and service excellence
- Support budgeting, forecasting, audits, and governance reporting
- Provide hands-on technical oversight across core platforms, including Active Directory, Microsoft Intune, ManageEngine, and Microsoft 365
- Ensure consistent documentation, standards, and effective resolution of complex technical issues
Requirements
- Tertiary qualification in IT or related field; ITIL desirable
- 8+ years’ experience in IT service delivery, service management, or vendor governance
- Proven experience managing vendors and improving service performance
- Strong communication, stakeholder engagement, and negotiation skills
- Analytical mindset with the ability to manage escalations and drive outcomes
- Well-organised, customer-focused, and experienced in reporting and operational environments
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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