Global Support Manager

Job description

Ko wai matou?

Who are we?
Zespri is more than simply the world's single-largest marketer of kiwifruit.

We like to think of ourselves as fruit on a mission and as rebels with a cause: to help people, communities and the environment around the world thrive through the goodness of kiwifruit.

We are proudly the world's largest marketer of kiwifruit, selling kiwifruit in more than 50 countries.

We work with around 2,800 New Zealand and 1,500 international growers and post-harvest companies to source the best-quality Zespri Kiwifruit which we supply through our distribution partners to wholesale and retail customers.

We are one of New Zealand's best-known international brands, dedicated to creating sustainable long-term value for growers.
He aha te mahi?

What's the role?
As our Global Support Manager, you'll be at the heart of our digital operations - leading a diverse, globally distributed team to deliver world-class IT support across SAP, Microsoft Dynamics CRM, .NET applications, and end-user support operations.
This isn't just a leadership role from the sidelines: you'll roll up your sleeves and dive into complex or high-priority issues, mentor your team, work alongside strategic partners and drive continuous improvement in service delivery.
Reporting directly to the Head of Digital Operations, you'll help shape our digital strategy while ensuring our support function delivers outstanding results - everywhere, every time.
You will be responsible for:
Shaping and executing the global support strategy for SAP, Microsoft Dynamics CRM, .NET applications, and end-user support.
Driving IT service excellence by establishing and maintaining SLAs, service catalogues, and ITSM best practices.
Overseeing the delivery and compliance of SAP, Dynamics CRM, and .NET application support, including change and release management.
Leading a high-performing, globally distributed support team and fostering a culture of continuous improvement.
Managing global service desk operations to ensure a seamless, customer-focused support experience.
Building strong relationships with vendors and partners, optimising service budgets, and ensuring top-tier vendor performance.
Mentoring and developing your team, while remaining hands-on to resolve complex or high-priority issues.
Ensuring all support activities align with business priorities, risk management, and compliance requirements.
Ko wai koe?

Who are you?
The successful candidate will meet the following criteria:
Bachelor's degree in Information Systems, Business, Finance, or a related field
ITIL Certified
SAP Product Certification, Microsoft Product Certifications and ServiceNow Product Certifications (highly desirable)
Extensive experience in global IT service leadership, with over 10 years in IT service delivery and at least 2 years managing multi-regional teams and vendors
A proven ability to manage complex application portfolios, including SAP (S/4HANA, ECC, SAC, BTP), Microsoft Dynamics CRM, and custom .NET applications in enterprise settings
Strong expertise in ITSM and governance, with a deep understanding of ITIL v4 and best practices across incident, problem, change, release, and knowledge management
Demonstrated success overseeing change and release management, ensuring effective governance and seamless operations
A hands-on approach to technical challenges, with the confidence to resolve complex SAP, CRM, and application issues when needed
A track record of building productive relationships with vendors and partners, including managing AMS/MSP partners, SLAs, and service contracts
Excellent communication and stakeholder engagement skills, with the ability to influence and align IT services to broader business objectives
A customer-centric mindset, understanding that how support is delivered is just as important as what is delivered
Experience working across cultures, collaborating with teams and customers around the world
An approachable and relatable communication style, with the ability to connect with people as well as systems.
He aha e tika ai a Zespri?

Why Zespri?
Our people are what makes our culture so irresistible and uniquely Zespri.

We are a passionate and mighty team of 850+ employees in 23 different locations globally.

Working at Zespri is an opportunity to join a fast-paced, culture-driven environment unlike any other.

We want people who share our values of making it happen, creating real connections, and leaving a legacy.

Join us in shaping our future and be part of a truly unique organisation.
Competitive overall remuneration package, including a Short-Term Incentive scheme opportunity
FlexWELL flexible work ethos; WFH and the office
Additional paid annual leave day per year (Zespri Day)
Two additional paid leave days for you to proactively support the moments that genuinely boost your mental, physical, emotional, and social wellbeing (Boost Days)
Global Life and Permanent Disability Insurance
Group Medical Insurance benefits
Convenient Mount Maunganui office location, with free onsite parking
Your daily dose of Vitamin C with free kiwifruit!
Tono mai inaianei! Apply Now! Applications close 19 October ****.
At Zespri, we understand the importance of diverse perspectives and experiences, and a fair hiring process is the first step to getting there.

We want to attract a diverse range of people and encourage everyone from all backgrounds and walks of life to apply.

Please let us know if you need any assistance or reasonable adjustments to take part in the recruitment and selection process by reaching out to our Talent Acquisition team via email at ******** .

Required Skill Profession

Other General