Full 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 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

Qualifications, Experience and Skills:

• 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

About DP World

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

#LI-SK3Full job description

• Provide initial-level onsite desktop and end-user support for client users and devices, following established procedures and under the guidance of senior technical personnel or the client’s Global NOC.
• Diagnose and resolve routine issues involving Windows operating systems, laptops, desktops, printers and standard peripherals using approved troubleshooting procedures.
• Provide standard operational support for Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint, in accordance with documented procedures and Global NOC directions.
• Perform routine hardware maintenance, break/fix activities, equipment replacement and device installation using approved work instructions.
• Assist with basic LAN, Wi-Fi and VPN connectivity issues using prescribed diagnostic procedures, escalating issues outside the employee’s authority or competence to the Global NOC.
• Receive, update and progress assigned incidents and service requests through ServiceNow, Remedy or similar IT service-management systems, in accordance with agreed priorities and service levels.
• Liaise with the Global NOC, senior support personnel and approved vendors when required, and implement technical instructions within the scope of assigned work.
• Provide professional onsite assistance to users and, where reasonably required and properly authorised, participate in scheduled or approved after-hours support.
• Maintain accurate service records and promptly escalate unresolved, complex, security-related or out-of-scope issues for further technical review.
• Bachelors degree in Computer Science or IT
• 0 to 3+ years of experience in technical support, customer service or help desk environments.
• Knowledge of Windows & MacOS installation and configuration.

•Understanding of LAN, WAN, VPN, DHCP, DNS, DNS and basic Wi-fi router setup.

• Knowledge on troubleshoot and repair desktops, laptops, printers, scanners and mobile devices (iOS/Android).
• Proficiency with Active Directory, Microsoft 365, ticketing systems such as ServiceNow.
• Clear verbal and written communication skills to help assist partners who are not technically adept.

Pay: $75,000.00 – $146,066.71 per year

Work Location: Hybrid remote in Sydney NSW 2000

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