IT Support Manager

It's more than a job

In this IT role, you will manage, develop, and support the technology infrastructure that powers Kuehne+Nagel’s global systems and operations. This contribution is vital to making both special and ordinary moments in the lives of people a reality. Working in IT at Kuehne+Nagel contributes to more than we imagine.

As the Kuehne+Nagel Future Maritime Support Programme IT Support Manager, you will be responsible for developing and implementing strategies to maximise customer and user satisfaction and driving continuous improvement within the FMSP contract. As such, you will be part of a high performing team, playing a critical role in managing the customer and user experiences and contributing to the overall success of both the contract and the organisation.

• Develop and implement a comprehensive FMSP IT support strategy aligned with the Kuehne+Nagel business goals and customer needs.
• Raise, prioritise and manage support tickets, coordinating with the relevant support teams to ensure efficient and effective problem resolution.
• Maintain a high level of customer satisfaction by providing excellent support services and addressing user and customer concerns, promptly.
• Assist with physical support of basic IT tasks that are required locally on site, under the direction of the KN IT team and 3rd party stakeholders.
• Monitor and manage SLAs for application support and key KPI’s, ensuring that response times, resolution targets, and availability metrics are met.
• Report communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions.
• Lead the investigation and resolution of product‑related incidents and outages, working closely with the relevant cross‑functional teams to minimise disruption and downtime, and restore services efficiently.
• Ensure the incident management processes are aligned with Kuehne+Nagel best practice and meet agreed service levels.
• Act as a point of escalation for critical issues, 24/7, ensuring effective and timely resolution, and communication, with relevant stakeholders and users.
• Conduct regular performance evaluations identifying risks, and opportunities for process improvement in product support, and best practices to enhance efficiency and effectiveness.
• Collaborate with suppliers through regular review meetings, to provide feedback on product usability, stability, and performance, suggesting enhancements etc. as required.

• Proven experience in product support management, within the logistics and transport industry.
• Strong technical background and familiarity with logistics and transport systems and infrastructure.
• Excellent management skills with the ability to motivate and guide stakeholders and suppliers towards achieving common goals.
• Demonstrated experience in incident management, problem solving, and root cause analysis.
• Extensive knowledge of product support operations and processes.
• Strong customer service orientation with excellent communications and interpersonal skills.
• Familiarity with ITIL principles and best practices for IT service management.
• Proactive mindset with a focus on continuous improvement and innovation.
• Excellent communication, interpersonal, and problem‑solving skills.
• Data‑driven approach to decision making and performance measurement.
• Ability to thrive in a fast‑paced and dynamic environment.

• 26 days holidays plus bank holidays, 2 volunteering days per year, 3 x Life Assurance Option if you join the KN Route2 pension scheme, a tailored personal development and training programme, trusted and empowered to deliver and be your best, enhanced Maternity/Paternity Leave, cycle to work scheme, discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more), refer a friend scheme.

Health Cash plans will also be available to you. The easy‑to‑use plan provides you with a range of valuable cash benefits and services and gives you money back towards the cost of your routine healthcare, up to set limits, helping you to budget for essential health costs such as optical, dental and therapy treatments.

As proud…