Director Technology Operations

Maersk is a global leader in integrated logistics, driving innovation and transformation to redefine possibilities and set new standards for efficiency, sustainability, and excellence. With over a century of pioneering spirit, we connect and simplify supply chains worldwide. We believe in the power of diversity, collaboration, and continuous learning, ensuring our global team of over 100,000 employees across 130 countries understands and reflects the customers we serve. Join us as we harness cutting-edge technologies to unlock global opportunities and shape the future of global trade.

Job Purpose/Summary:

As the Director Technology Operations (Head of End-User Support), you will be instrumental in ensuring Maersk provides a world-class support experience across our 624 branch offices, +500 warehouses, and unparalleled support for our remote workforce in a post-COVID, remote-first world. You will lead the transformation of our on-site support capabilities, significantly enhancing end-user productivity and making this area a key differentiator for Maersk in attracting top talent. This role requires a visible driving force for our values, a recognized thought leader in the end-user space with high followship, capable of leading global teams across +88 countries with diverse local regulations and complexities. You will champion global standardization, automation, and self-service, while consistently maintaining a high Voice of Customer.

Key Responsibilities:

• Global Team Leadership: Take full responsibility for a team of +200 employees across 88 countries, fostering a high-performance culture.
• World-Class Support Delivery: Be accountable for delivering a world-class support experience for our +80,000 employees globally.
• Product Team Collaboration: Work closely with central product teams to understand end-user pain points and consult on optimal solutions to enhance end-user productivity.
• Scalable Solutions: Ensure that technology solutions are supportable in a scalable manner, minimizing the need for significant human intervention.
• Risk Management: Carry out comprehensive risk assessments and provide timely reporting to relevant stakeholders.
• Business Alignment: Engage with regional key stakeholders to align business plans with the team structure and operational capabilities.
• Transformation & Business Cases: Develop end-to-end business cases for transformational initiatives within the end-user support landscape.

Required Experience & Skills:

• Experience:15 years of demonstrable expertise in the end-user support space, specifically running global teams.
• 10+ years of experience working within a dedicated support function.
• 15+ years of demonstrable IT Infrastructure knowledge across a wide range of technologies.
• Technical Skills: Expertise with Enterprise collaboration tools like Office 365 or Google Docs.
• Experience with Enterprise Voice and Contact Centre platforms.
• Familiarity with industrial components such as label printers and RF guns.
• Business Skills: Excellent written and verbal English communication skills.
• Strong collaboration and teamwork are essential.
• Proven ability to multi-task effectively in a dynamic environment.
• Strong analytical skills with the ability to interpret data and drive insights.
• Exceptional stakeholder management capabilities, including engagement at the Executive level.
• Strong business acumen, understanding organizational objectives and strategic priorities.
• Proven financial acumen and experience with budget management.
• Personal Profile:Strong sense of ownership and accountability.
• An innovator with a passion for driving transformation.
• An analytical thinker who is also able to effectively execute change.
• Strong interpersonal and communication skills, capable of influencing and building rapport.
• Proactive approach to identifying and addressing challenges.
• Ability to remain calm and effective under pressure.

Beneficial Experience:

• ITIL V3 certification.
• Prince2 certification.
• LEAN, Six Sigma methodologies.

Key Measures of Success:

• Capability transformation achieved within end-user support.
• End-user Voice of Customer (VoC) scores.
• Customer (internal business unit) Voice of Customer (VoC) scores.
• Operational Excellence metrics: Mean Time To Detect (MTTD), Mean Time To Recover (MTTR).

Primary Internal Stakeholders:

• Customer Service
• Regional Leads
• Platform Portfolios
• HR

Primary External Stakeholders:

• Microsoft (and other key technology vendors)

What We Offer:

Joining Maersk means embarking on a great journey with significant career development opportunities in a truly global organization. You will gain broad business knowledge of the company's worldwide activities and understand how crucial technology operations support the entire transport and logistics business. We provide support for you to shape your own career by achieving expertise and learning on the job, contributing to a world-class technology landscape.