Manager - Service Support - IT

Job description

DP World Oceania is looking for an experienced professional to oversee the performance and continuous improvement of end-user support services. In this role, you will ensure smooth day-to-day service delivery through effective vendor management and ongoing optimisation. You will play a key part in delivering great user experience, managing escalations, and maintaining reliable, compliant support across the business. Key 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 s...