Job Description

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

About Us

Wilhelmsen is a global maritime industry group founded in 1861. We have the biggest maritime network in the world, with a presence in over 540 offices globally. Our mission is to shape the maritime industry by delivering innovation, sustainability and unparalleled customer experiences to enable global trade and a more sustainable future. We serve over half of the worldwide merchant fleet with products and services, and supply crew and technical management for some of the most complex vessels in the world.

Global Business Services (GBS) is an in-house service provider specializing in HR, Finance and Technology for Wilhelmsen - providing high quality, scalable, reliable solutions that drive efficiency, enhance customer experience and cost-efficient business support services

Who we are looking for: 

We are seeking a visionary Director User Experience to lead and elevate our global end-user support (L1 & L2) function. This role will drive the strategy and execution of Digital Workspace services, ensuring a seamless, high-quality, and cost-effective user experience across the organization.

You will report to the Vice President, Technology. You will collaborate closely with cross-functional Tech teams and business leaders within GBS to enable operational excellence, strengthen service governance, and continuously improve the digital workplace experience.

The ideal candidate is a strong people leader with the ability to influence senior stakeholders, optimize service delivery models, and align technology capabilities with evolving business needs — all while operating within defined budgets and corporate governance frameworks.

What it’s like to work with us: 

We can offer a culture and work environment of strong leadership, career development, work-life balance and a job that is both challenging and stimulating, including the opportunity to work in a truly global company. Our organization thrives by using modern tools including Workday / ServiceNow HR and is eager to utilize the business opportunities that comes with new digital tools and skills.

Beyond this, we can offer competitive terms and conditions as well as a wide range of local benefits including Flexible Work Arrangement, Group Insurance Coverage, Additional EPF contribution and Competitive Medical cum Flexi Benefits.

What you will work on: 

• Lead global and local Tech Support, ensuring consistent, high-quality delivery worldwide

• Drive proactive, insight-led support and continuous service improvement

• Optimize ServiceNow as the central portal for requests, support, and knowledge

• Champion automation, self-service, and zero-touch delivery for a seamless user experience

• Set and maintain global standards for IT equipment and Digital Workspace services

• Manage vendors and partner with Tech Procurement on contracts and commercial governance

• Track KPIs, SLAs, and customer satisfaction to ensure service excellence

• Provide clear guidance, training, and resources for users across GBS Tech Services

• Standardize processes and support models across all Tech areas

• Lead, develop, and inspire teams, fostering customer focus, curiosity, inclusiveness, and cross-functional collaboration

Qualifications you have for this role:

• Bachelor’s degree in Computer Science, Information Technology, IT Management, or equivalent experience

• 5+ years managing support teams, including offshore vendors or internal teams

• 3+ years’ experience in international customer delivery

• Proven expertise in strategy, governance, and operational frameworks (e.g., ITIL, Lean)

• Strong team and project management skills; able to lead high-performing, service-oriented teams

• Self-motivated, solution-oriented, and capable of driving change initiatives

• Comfortable bridging Business and Technology, challenging the status quo, and modernizing support functions

• Data-driven mindset, promoting accessible, high-quality information across the organization

• Excellent communication and relationship-building skills, able to convey complex technological concepts clearly

Location:

The position will be based in Kuala Lumpur office located at KL Sentral which is a strategic work location with convenience travelling by Monorail, Rapid Kelana Jaya Line, MRT and KTM services as well as easy to get to go by public transportation.

What we offer:

• 5-days work week including complying with Malaysia’s Public Holiday

• International work environment and culture

• Great learning and development opportunities

• Hybrid working arrangement (3 days in the office, 2 days remotely)

How to apply:

Sounds interesting? If you see yourself fitting into this role, please let us know why the role interest you. Apply online through our career portal at https://www.wilhelmsen.com/careers/ under Current Vacancies by creating a ‘Candidate Home’ account and thereafter upload your resume and expected salary.

Please note that all positions at Wilhelmsen are subject to reference and ID checks. For certain roles, additional background screening may be required.

Job Requirements