Global Support Manager

**Date**:2 Oct 2025

**Location**: Mount Maunganui, NZ

**Company**:Zespri Group Limited

**Kō wai mātou? 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?**:
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:

- Driving IT service excellence by establishing and maintaining SLAs, service catalogues, and ITSM best practices.
- 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?**:

- 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
- 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 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