Manager - Service Support - IT

DP World
Sydney
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsEducation: bachelorsSkills: []

Oversee end-user IT service delivery across Oceania, driving continuous improvement of support; manage vendor relationships, escalations, and governance to ensure high-quality user experience and alignment with business needs. Lead end-user support teams, monitor metrics, and provide hands-on technical oversight of core platforms to sustain compliant, reliable service delivery.

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FursaFursa
DP World
DP World
5 months ago

Manager - Service Support - IT

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Oversee end-user IT service delivery across Oceania, driving continuous improvement of support; manage vendor relationships, escalations, and governance to ensure high-quality user experience and alignment with business needs. Lead end-user support teams, monitor metrics, and provide hands-on technical oversight of core platforms to sustain compliant, reliable service delivery.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

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

Key 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
Experience:8+ years
Education:Bachelor's
Tech Stack:Active DirectoryMicrosoft IntuneManageEngineMicrosoft 365

Company Brief

DP World
Global ports, terminals and logistics provider offering end-to-end supply‑chain, maritime services, freezones and technology-driven trade solutions across ports, inland terminals, logistics parks and digital platforms.
Industry: Ports & Port Operators
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
Glassdoor
Glassdoor: 3.6
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