Operations Systems Product Support

Operations Systems Product Support Specialist

DP World's UK Optimisation Team are recruiting for an Operations Systems Product Support Specialist who will play a critical role in ensuring the performance, reliability, and continuous improvement of third-party operational software and hardware across DP World's UK terminals. This position acts as the primary interface between London Gateway, Southampton, and external product vendors—supporting the full lifecycle of product management, integrations, maintenance, issue resolution, and enhancement delivery. You will help ensure operational systems remain stable, compliant, and aligned with terminal needs while enabling improvements that drive performance, efficiency, and growth.

This role is ideal for someone experienced in terminal operating systems, third-party vendor management, and operational process optimisation.

Location: Stanford-le-Hope, Essex

Hours: Monday – Friday

Contract: Permanent

How You Will Contribute

Vendor & Product Relationship Management

• Act as the primary contact for all third-party operational software and hardware providers used across UK terminals.
• Ensure vendor performance aligns with operational requirements and global technology standards.
• Lead regular service reviews, SLA discussions, and contract-related engagements.
• Manage escalations for unresolved vendor issues that impact system reliability or terminal operations.

System Maintenance, Performance & Reliability

• Coordinate planned maintenance, upgrades, and patches with product providers to minimise operational disruption.
• Monitor system availability and performance, leading investigations into recurring issues and root-cause analysis.
• Maintain readiness of all relevant systems during high-volume periods or exceptional operational circumstances.

Enhancement Delivery & Feature Development

• Work with internal teams and external vendors to define, prioritise, and implement product improvements.
• Translate operational needs into structured technical requirements for vendor development teams.
• Lead user acceptance testing (UAT), deployment planning, and post-release support to ensure successful adoption.

Support for Terminal Expansions & New Deployments

• Act as the product lead for new system rollouts, configurations, or integrations during terminal expansion projects.
• Define system requirements, assess risks, and coordinate with cross-functional teams to ensure on-time delivery.
• Participate in audits related to system governance, access controls, and software lifecycle management.

Incident Management & Out-of-Hours Support

• Provide structured guidance to shift teams, ensuring effective escalation of P1 incidents.
• Serve as the point of contact for critical operational issues requiring urgent resolution.
• Coordinate incident responses based on operational impact, ensuring timely communication with stakeholders and vendors.

What You Will Bring

Qualifications

• Minimum A-level education (required).
• Tertiary education in Computer Science, IT, Engineering, or related discipline (desirable).
• Process improvement qualifications (e.g., Lean, Agile) beneficial.

Experience

• Strong knowledge of container terminal operations (required).
• Understanding of operational systems and automation technologies used in terminals (required).
• Experience in business process modelling and user acceptance testing.
• Background in software lifecycle management, change control, and requirements documentation.
• Experience managing third-party suppliers or product vendors (desirable).
• Experience in incident management and customer-facing issue resolution.

Skills

• Strong communication—clear, confident, tactful communicator at all levels.
• Problem-solving mindset—able to analyse issues and drive root-cause solutions.
• Attention to detail—consistent accuracy with processes and documentation.
• Critical thinking—identifies logical gaps, anticipates challenges, and acts proactively.
• Collaboration—effective across multi-cultural and cross-functional environments.
• Results oriented—manages competing priorities and meets deadlines with a positive attitude.
• High integrity—maintains confidentiality and applies secure data handling practices.
• Flexibility to travel—to other UK DP World terminals when required.

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 120,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.

WE MAKE TRADE FLOW To Change What's Possible For Everyone