Manager - Service Support - IT

Role overview

Key responsibilities

• Lead end-user support services across Oceania and ensure delivery meets service levels and business expectations.
• Run operational, monthly and quarterly service reviews and use insights to improve performance.
• Monitor service metrics, identify trends and improve user experience.
• Manage vendor relationships, contractual compliance and continuous service improvement.
• Coordinate major-incident escalations and keep stakeholders informed.
• Align support services with business leaders’ operational needs and oversee support teams.
• Support budgeting, forecasting, audits and governance reporting.
• Provide hands-on oversight of Active Directory, Microsoft Intune, ManageEngine and Microsoft 365.
• Maintain documentation and standards and support resolution of complex technical issues.

Qualifications and experience

• Tertiary qualification in IT or a related field.
• At least 8 years’ experience in IT service delivery, service management or vendor governance.
• Proven vendor management and service performance improvement experience.
• Strong communication, stakeholder engagement and negotiation skills.
• Analytical approach, escalation management ability and outcome focus.
• Well-organised and customer-focused, with reporting and operational experience.
• ITIL is desirable.

About DP World