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About the Role
Oversee the performance and continuous improvement of end-user support services, ensuring smooth day-to-day service delivery through effective vendor management and ongoing optimization. Play a key part in delivering great user experience, managing escalations, and maintaining reliable, compliant support across the business.
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
- 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
Skills
- Active Directory
- Microsoft Intune
- ManageEngine
- Microsoft 365
Location
- Oceania
Work Type
- Full-time
Experience Level
- 8+ years
Education Level
- Tertiary qualification in IT or related field
- ITIL desirable
About the Company
- DP World is reshaping the future of global trade to improve lives everywhere.
- Operating across six continents with a team of over 125,000 employees, we combine global infrastructure and local expertise to deliver seamless supply chain solutions.
- From Ports and Terminals to Marine Services, Logistics and Technology, we leverage innovation to create better ways to trade, minimising disruptions from the factory floor to the customer’s door.
- In Asia Pacific, DP World employs over 15,000 people across 22 geographies.
- We operate 17 ports and terminals, complemented by a comprehensive suite of end-to-end supply chain solutions - to connect the region to the rest of the world.
- WE MAKE TRADE FLOW