The Platform Support Manager owns the performance, effectiveness, and evolution of the Platform
Support function. This role is accountable for leading the team end-to-end: people, performance,
stakeholder relationships, and case management outcomes.
The role requires a hands-on leader who takes full ownership of support delivery, builds strong
partnerships with internal stakeholders, and drives continuous improvement through process, data, and
technology — including the adoption of AI and automation where appropriate.
Duties and Responsibilities:
- Own the Platform Support (L1) team’s performance, engagement, and development.
- Performs the day-to-day management and operational duties, supervising the Platform Support team
- (L1).
- Identify and develop Team Goals and Key Performance Indicators (KPIs) and communicating them to
- the team.
- Provides regular coaching and KPI reviews to teammates to ensure procedural and performance
- compliance.
- Set clear goals, expectations, and accountability across the team.
- Lead hiring, onboarding, training, and ongoing capability development.
- Collaborates to develop, measure, and document potential improvements on the process workflows.
- Collaborate with Internal Stakeholders to discuss key improvements or problems for the operations
- and platform.
- Rallies L1 teammates to achieve company goals through discussing goals and identifying impacts for
- both internal and external stakeholders.
- Foster a culture of ownership, continuous improvement, and customer focus.
- Reviews teammate timesheets, attendances, and full-time equivalents (FTEs).
- L1 Work-Force Management (WFM) - develops and modifies schedules to ensure work-force coverage.
- Sets deadlines for key Ad-Hoc Tasks required to be completed by the L1 Team.
- Discusses operational and procedural changes to the L1 team to help ensure compliance and
- application.
- Holds regular meetings with L1 and other internal stakeholders/teams to collaborate on company goals
- and issues that need to be addressed.
- Acts as an Escalation point to the team & internal stakeholders
- Perform and oversee quality assurance on cases and drive corrective actions where needed.
- Build trusted relationships with Product, Engineering, Service Management, and other operational teams.
- Translate business and platform changes into clear operational actions for the team.
- Champion the use of data, automation, and AI to improve efficiency, quality, and customer experience.
- Document and maintain SOPs, ensuring consistency and scalability.
Requirements
- Must have at least 3 years of experience on ShipServ Support Process or equivalent domain knowlege
- Must have at least 3 years of management background
- Strong attention to detail, organized, ability to multi-task & to work independently.
- Excellent communication skills; both oral and written
- Leadership, Delivering Feedback and Coaching Skills
- Can build and maintain a positive relationship with clients and internal stakeholders
- Excellent communication and analytical skills
- Customer-centric mindset with high standards for quality and accountability
- Proficient in Microsoft Office applications especially Outlook, Excel, Word & PowerPoint.
- Strong people management skills
What We Do
Marcura is the company behind eight of the leading solutions and brands streamlining processes in the maritime industry. Our solutions include DA-Desk, PortLog, MarTrust, ShipServ, Marcura Compliance and Marcura Claims. For over 20 years, we’ve been developing platforms that have been digitally transforming the industry. We work closely with our global customers and partners to develop solutions to everyday industry challenges, and together raise standards along the way. Founded in 2001 on the principles of independence and transparency, we are headquartered in Dubai. Today, we have over 800 customers, making over $14bn of payments on behalf of customers every year, and employ nearly 1,000 team members across the globe – all committed to supporting the front-line of the maritime industry. United in our vision to support maritime professionals in being the best at what they do, Marcura is pioneering new ways to transform compliance, transparency and efficiency in shipping. Building value through standardisation, data-driven decision making and integration of new technologies, Marcura is driving the era of digitisation across the seas.
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