Global IT Service Operations and Support Manager

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

The role is responsible for managing the IT Infrastructure team and providing guidance aligned with corporate IT policies, objectives, and overall business goals. It ensures that departmental KPIs are consistently met in accordance with corporate service management SLAs and budget requirements. The position works closely with key business stakeholders, as well as internal and external suppliers, to develop and deliver appropriate, standardized solutions. It also partners with and supports Global IT initiatives, including strengthening vulnerability tracking and remediation programs, and reinforcing obsolescence remediation efforts to ensure full tracking and resolution. Additionally, the role oversees local IT infrastructure cost control and budget management.

WHAT ARE YOU GOING TO DO?

• Provides local leadership to local IT Infrastructure team and manage individual contributors and individuals, drives the capabilities of the IT team.
• Manages team assignments to ensure proper allocation of resources, individual project budgets and high client satisfaction.
• Manage IT Infrastructure related projects, initiatives, compliance, risk management and quality controls within defined areas of responsibility to ensure projects are on schedule, on budget, in compliance and achieve optimal output and business benefits.
• To provide accessible, timely, effective, efficient and professional quality service to resolve problems to both internal and external customers.
• To coordinate with Global Service Desk in managing support and change request and Incidents.
• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated, Provide timely status updates to relevant stakeholders/parties. Provide additional L1/L2 Infrastructure support/escalation point
• Be responsible to ensure service management SLAs are met and maintained.
• Support the sales cycle for new BD opportunities in providing Infrastructure solutioning and costing and eventually on-boarding.
• Contribute to new customer/site implementation projects.
• To manage and maintain IT asset management lifecycle from Request to Retirement.
• Vendor / supplier management and procurement of IT related equipment and peripherals (aligned with Global procurement).
• To provide excellent service to customers and ensure customer satisfaction at all times
• To partner with the rest of IT and business to ensure IT as a service is delivered to CEVA standards

WHAT ARE WE LOOKING FOR?

• Minimum Diploma with at least 3 years’ prior experience in IT Helpdesk or Desktop support function
• Proficiency in Windows OS, Microsoft Intune, Entra, BTRS, Active Directory, etc.
• Deep working knowledge of M365, Teams, OneDrive
• Knowledge of commonly-used concepts, practices, and procedures for end user technical support (ITIL)
• Good communications and interpersonal skills
• Positive attitude & able to work independently
• Polite and professional
• Knowledge of IT cyber security
• Knowledge of Physical / Virtual Server management including Cloud Hosting.
• Able to work independently with minimum supervision. Self-Motivated and able to motivate team members
• Multitask and ability to prioritize tasks
• Flexibility is expected to perform activities outside business hours both onsite and remotely

WHAT WE OFFER

• Competitive basic salary
• HMO w/ 2 free dependents from day 1 of hiring
• Medical reimbursement (includes eyeglasses)
• Life insurance
• 20 annual leaves + bereavement leave + wedding leave
• Hybrid set up w/ 3 days a week onsite and 2 days WFH. This will depend on the business needs and agreement with the manager.
• Annual Performance Reviews w/ a chance of a salary alignment
• Annual Company Performance Bonus
• Retention Bonus (similar to a signing bonus)
• Retirement Fund

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.