Technical Service Lead

APM Terminals plays an important role in enabling the global Maersk Ocean and Logistics network as well as serving other Shipping Lines Beneficial Cargo Owners Freight Forwarders intermodal logistics providers and integrating with a wide variety of local port authorities customs and government bodies across our global network of transhipment import and export gateway terminals.
In support of the broader Maersk strategy we are accelerating the transformation of our business from a portfolio of independently operated terminals into a safer better bigger global terminals operator

We Offer:

This is an exciting career opportunity in an international challenging business setting known for diversity and high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued recognized and well rewarded. We are looking for a dynamic and experienced IT Senior Business Analyst responsible for the Service Management at a local (Terminal) level - Gatekeeper for Service quality (Service Requests Demands Problem & Change Management) responsible for monitoring the terminal business demands aligning the requirements progressing the delivery of the demands works closely with the Head of IT to build the IT budget and control the IT costs support enhancing the Operational Model KPIs and reporting and actively collaborate with his business stakeholders to identify opportunities to improve process efficiency adopting new IT capabilities.

This role requires full-time presence at the workplace and is 100% onsite.

Principal Accountabilities:

• Keep best practices alive and active drive continuous improvements. Identify & develop new ones if do not exist.
• Engage with stakeholders to gather requirements and feedback.
• Manage project resources including personnel equipment and materials.
• Ensure project deliverables meet quality standards and requirements.
• Ensure stakeholder expectations are managed and addressed throughout the project lifecycle and within APMT standards.
• Procurement & licensing track management.
• Works closely with the terminal operational and functional team to identify and implement improvements to business operations services and models.
• Serve as a liaison between business units IT and other stakeholders locally.
• Assist in monitoring project budgets and expenditures.
• Procurement & licensing track management.
• Collaborate with the regional platform business analyst to identify opportunities to modernize streamline and standardize the terminal tech portfolio.
• Researches and analyzes improvement opportunities conducts analysis prepares recommendations and facilitates efficiency enhancements.
• Enhancement and evolution of IT reporting. ITSM track & measure the performance of implemented solutions
• Develop training plan sustained over time.
• Liaise with HoIT on driving and executing local and global programs & demands.
• Opportunities analysis demands definition and management and driving the process to project execution/implementation.
• The end-to-end terminal demands orchestration prioritization alignment escalation etc.
• Support Head of IT Manage the overall terminal change (CAPEX) agenda delivery.
• Support defining the budget (OPEX) required to support the pipeline of terminal key demands.
• Engage with stakeholders to gather requirements and feedback.
• Translate business needs into detailed functional and technical specifications.
• Manage the overall ITSM Change Management that applies to Terminal according to RACI matrix.
• Provide to Head of IT Terminal Key Performance Indicators (KPI) to be analyzed and suggest improvement action plans.
• Detect and promote synergies between terminals and standardize ways of working.

Critical Qualifications/ Skills / Experience

• Experience with Agile and/or ITIL principles and methods/framework
  • Driving Dailies Weeklies
  • Develop reporting and defining KPIs
  • PowerBI
• Demonstrable technical background
  • Network and on-premises infrastructure
  • VMWare CISCO
• Experience in Project Management
• Desirable End-User support background or experience
• Working experience managing Service Requests Change and Problems
  • ServiceNow preferable
• Ability to present and expose ideas and solutions
• English proficiency verbal and written

Learning & Career Opportunities

In this position the incumbent will have an opportunity to acquire skills and knowledge in the following areas:

• Complex problem-solving situations
• Decision making and prioritization
• Data Center infrastructure
• Work with regional (AFR & EUR) and global teams across the globe

Relevant next career steps might be:

• Team and leadership Management
• Project Management
• Service Management
• Subject Matter Expert (SME)

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Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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