IT MANAGER - SERVICES

Job Description

KEY RESPONSIBILITY

• Manage the delivery of IT services (infrastructure, applications, user support) to ensure business continuity.
• Monitor service performance against SLAs, identifying gaps and ensuring corrective actions.
• Collaborate with IT Planning and business stakeholders to align services with evolving business needs.
• Lead ITIL-based service management practices including Incident, Problem, Change, and Release Management.
• Ensure timely resolution of escalated issues and implement proactive measures for risk reduction.
• Oversee contracts and relationships with external vendors and service providers.
• Contribute to the IT strategy by proposing enhancements in service delivery models and tools.
• Drive adoption of automation and self-service initiatives for operational efficiency.
• Manage the IT Service Desk and ensure high customer satisfaction through responsive support.
  
  

TECHNICAL COMPETENCIES

• Strong expertise in IT Service Management (ITSM) frameworks – preferably ITIL certified.
• Proven ability to manage large-scale IT operations and support environments.
• Proficient in tools such as ServiceNow or equivalent ITSM platforms.
• Strong understanding of infrastructure, cloud, and enterprise application environments.
  
  

Qualifications, Experience And Skills

Essential Qualification: Bachelor’s in Computer Science, Information Technology, or related field

Desirable Qualification: ITIL Certification, PMP or equivalent service management credentials

Experience: Minimum 8–10 years in IT service management with at least 3 years in a managerial role

About Us

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW