Description du poste The role of APMT Senior Support Manager is pivotal to the APMT brand and its successful journey into the future.
The successful candidate will be part of leading the way in delivering the APMT centralised support strategy for our global Terminals that not only meets the need of our business today but will be a differentiator in enabling our colleagues and partners with technology support that is a catalyst for productivity and innovation.
Based in Tangier, working with the APMT global teams and Port Terminals and with direct responsibility for a growing global L2 team and supporting APMT Terminals globally. As a part of the Maersk Group, you will embark on a transformational journey with great opportunities for career development within a global organization.
As the APMT Senior Support Manager , you will lead the support function responsible for enabling APMT's highly distributed global business relative to both APMT's Technical and Business IT Services required to deliver against our strategy.
You will be exposed to a wide and challenging range of needs and opportunities requiring you to engage closely with stakeholders across all management levels within the group as you manage and develop the global support offering.
Job Summary
This is a manager level role and is responsible for 24/7 IT support for APMT's Business services and the associated underpinning technology services which run and secure the technology engine of APMT's Terminals in the context of both Global and regional IT support services offering.
Reporting to the Head of APMT Global Support, you will serve as the APMT Senior Support Manager responsible for overseeing and managing an Level 2 (L2) IT support team within the organization. This role involves ensuring the efficient resolution of technical issues, maintaining high levels of customer satisfaction, and providing leadership to support staff. The APMT Senior Support Manager will play a pivotal role in maintaining the organization's IT infrastructure, improving support processes, and fostering a culture of continuous improvement.
Key Responsibilities
- Team Management : Lead, mentor, and develop a team of L2 support engineers , set performance goals and provide regular feedback and coaching to team members and foster a collaborative and customer-focused culture within the support teams. Support diversity and be an empowerment ambassador.
- Technical Support : Oversee the resolution of technical issues escalated to L2 support, ensure timely and effective response to user-reported problems and service requests and collaborate with other IT teams to resolve complex technical issues. Exhibits strong decision-making abilities, adept at designing and implementing best practices for delivering excellent customer service.
- Diverse Global Environment : Technically proficient in multiple technologies focused primarily on our Microsoft Server and Networking estate but also technologies such as VMWare, Cisco, HPE, Orange, Linux, SAN, Zabbix and Hyperconverged technologies. The ability to work with multiple stakeholders such as Maersk Central teams such as Cyber Security and Software Audit Management. Global responsibility working with APMT's Regional Service Delivery teams covering Europe/Africa, Asia/Middle East, the America's, and our Global Hub Terminals.
- Global Port Terminal Business Knowledge : A significant advantage is a knowledge of how Global Port Terminals conduct business including Gate, Yard, Vessel, Berth, Crane, CHE (container Handling Equipment), Rail and Truck management. Also, systems such as Kalmar's Terminal Operating Systems.
- Service Level Management : Define and monitor service level agreements (SLAs) for incident resolution and request fulfilment, Ensure SLAs are met and take corrective actions when necessary. Regularly report on support performance to IT leadership. Set and exceed performance targets for key metrics like SLA achievement, aged tickets, MTTR, team utilization, etc. Oversee service delivery, from call logging to Level 3 support and onsite engineering
- Process Improvement : Continuously assess and improve support processes and workflows, implement best practices to streamline support operations and enhance efficiency. Identify opportunities for automation to increase productivity. Enforce standardized procedures to ensure consistent service delivery according to agreed standards.
- Vendor and Resource Management : Manage relationships with external vendors and service providers. Procure and maintain necessary hardware, software, and support tools. Resource budget management for the support department.
- Training and Development : Organize training sessions and workshops for support staff to enhance technical skills plus stay current with industry trends and technologies to ensure the support team's knowledge remains up to date.
- Documentation : Maintain an up-to-date knowledge base and support documentation. Ensure support procedures and troubleshooting steps are well-documented for staff reference
- Security and Compliance : Ensure compliance with IT security policies and standards. Implement and enforce security best practices within the support teams
Who are we looking for
To be considered for this opportunity candidates will have the following capabilities, experience, and qualifications:
- A bachelor or master's degree in information Technology, Computer Science or equivalent, or similar qualifications developed via career experience.
- 10+ years' experience in technology service delivery and technology operations roles with multinational companies.
- Demonstrated a minimum of 5 years of people management experience within a technical environment.
- A track record operating as a Technology Leader within a globally focused business.
- A knowledge of the Terminal Business especially the IT Technical and Business Services.
- A strong technical knowledge of a wide range of Technical systems especially Windows Server and Networking but also VMWare, Cisco, HPE, Orange, Linux, SAN, Zabbix and Hyperconverged technologies.
- Knowledge of IT Service Management (e.g. ITIL) and certification desirable.
- Excellent skills in analytical thinking and systemic work approaches, strong communication skills and a customer-oriented approach.
- Leadership, coaching, and collaboration skills driving proactive engagement.
- A flexible and pragmatic approach, the ability to engage effectively within a global team demonstrating leadership whilst navigating times of change and ambiguity.
- Strong supplier and vendor management driving collaboration and innovation through strong partnerships with mutual objectives.
- Be a self-starter, with a strong drive for results, taking accountability for improved outcomes
- Outstanding communicator with ability to influence stakeholders in technology and operations at all levels.
- Financial literacy to manage budgets to plan whilst driving opportunities for cost synergies.
- Good knowledge of written and spoken English
At APMT, we are looking for the best person for the job, independent of gender, age, nationality, or religious affiliation. We deliberately cultivate diversity, equal opportunity, and togetherness in our international teams.
Détails du poste Lieu de travail Maroc Domaine de la société Autres Services de Soutien aux Entreprises Type de société Non spécifié Type demploi Non spécifié Salaire mensuel Non spécifié Nombre de postes à pourvoir Non spécifié