Description

The role manages the day‑to‑day activities of the Quality & Support team, ensuring all support requests are handled promptly and efficiently. It monitors service workflows to maintain consistency, accuracy and compliance with established quality standards and ISO procedures. Coordination with internal teams and service providers is required to resolve issues, communicate effectively and drive continuous process improvement, thereby enhancing client and stakeholder satisfaction.

The incumbent supports the planning, implementation and ongoing improvement of system solutions in partnership with the IT department and the Senior Manager. This includes ensuring seamless deployment, optimizing system performance and aligning technology initiatives with operational and business objectives.

Leadership responsibilities include supervising, motivating and evaluating team members, while promoting initiatives that boost productivity, service quality and a culture of accountability and professional growth. The role also leads the development, implementation and continual refinement of departmental policies, procedures and business processes, ensuring compliance with DP World standards, ISO requirements and QMS practices.

Support is provided to the Senior Manager in achieving, monitoring and reviewing departmental KPIs, with analysis of performance data to identify trends, gaps and improvement opportunities. The position oversees the effective use of digital platforms such as CAFM, SharePoint, enterprise solutions and task‑management portals, ensuring data accuracy, process compliance and system optimisation. Additionally, the role contributes to the preparation, analysis and enhancement of weekly, monthly and annual performance reports, and leads the development of reporting tools like Power BI to automate reporting and improve data visualization.

The role assists during internal, external and ISO audits, ensuring process adherence, documentation readiness and implementation of corrective and preventive actions. It engages with key internal and external stakeholders to identify operational improvement opportunities, driving initiatives that optimise processes and strengthen collaboration. Supporting risk identification, assessment and mitigation is also essential to maintain business continuity and resilience in service delivery.

• Manage daily operations of the Quality & Support team, ensuring prompt handling of requests and ISO compliance.
• Monitor service workflows and coordinate with internal teams and providers to resolve issues and drive continuous improvement.
• Support planning, implementation, and optimization of system solutions in partnership with IT.
• Supervise, motivate, and evaluate team members, fostering productivity, accountability, and professional growth.
• Develop and maintain departmental policies, procedures, and quality management processes aligned with DP World and ISO standards.
• Monitor and analyze departmental KPIs, identifying gaps and improvement opportunities.
• Manage digital platforms (CAFM, SharePoint, enterprise solutions, task portals) to ensure data accuracy and process compliance.
• Prepare and enhance performance reports; lead development of reporting tools such as Power BI.
• Assist with internal, external, and ISO audits and implement corrective and preventive actions.
• Engage stakeholders to identify and implement operational improvements.
• Support risk identification, assessment, and mitigation to ensure business continuity.

Requirements

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance