[12/10/2025] It Manager – Global Process Lead, Change Enablement

THE IT ORGANISATION A globally focused shipping and terminal organisation Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers Hapag-Lloyd s strategy depends on a successful digital transformation As such the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes Against this backdrop the Global One IT has a mandate from the executive board to lead the technology transformation of Hapag-Lloyd This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub The GPL is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible ABOUT THE ROLE The IT Global Process Lead GPL - Change Management role is responsible for developing maintaining and continuously improving the global Change Management process ensuring alignment with ITSM ITIL best practices and driving service excellence and operational efficiency across the organization This key leadership position requires a strong technical background leadership and communication skills and the ability to drive process improvements and collaborate with stakeholders to achieve service level and business objectives KEY RESPONSIBILITIES AND TASKS Develop maintain and continuously improve the global Change Management process ensuring alignment with ITSM ITIL best practices and organizational objectives Provide strategic guidance and oversight to ensure that all changes are properly assessed approved and implemented with minimal risk and disruption to services Lead the development and implementation of global Change Management standards procedures and guidelines ensuring consistency and adherence across all regions and teams Collaborate with senior IT leaders process owners and other stakeholders to drive strategic initiatives and achieve business objectives Ensure that all change-related documentation is accurate up-to-date and readily available and that change management metrics and key performance indicators are defined and tracked Foster a culture of continuous improvement identifying opportunities for process enhancements and optimizing efficiency and effectiveness Develop and maintain relationships with key stakeholders including IT teams customers and vendors to ensure effective communication and collaboration Provide guidance and support to IT teams ensuring that they have the necessary skills knowledge and resources to effectively manage changes and minimize risk Host regular Change Management meetings and reviews ensuring that all stakeholders are informed and engaged in the change management process Develop and maintain dashboards reports and metrics to measure Change Management performance identifying areas for improvement and optimizing processes accordingly BEHAVIOURS APPROACH Leads by example driving service excellence and continuous improvement Collaborates effectively with stakeholders communicating complex concepts clearly and concisely Fosters a culture of transparency accountability and customer-centricity Thinks strategically anticipating issues and opportunities and adapting to changing environments Coaches and mentors others sharing knowledge and expertise to build capabilities Drives innovation and experimentation measuring success through key performance indicators Is results-driven focused on delivering tangible outcomes and achieving business objectives Embraces a Lean mindset eliminating waste and optimizing processes to maximize value for customers Focuses on flow and throughput streamlining workflows and reducing lead times to improve efficiency and responsiveness Encourages a culture of continuous learning and improvement using data and feedback to inform decisions and drive improvements WORK EXPERIENCE Extensive experience in process management process improvement or business process reengineering 9 - 12 years of experience Minimum 5 years of ITSM experience gained leading teams covering both Incident Problem Management Extensive knowledge of Process Management execution specifically related to Event Incident Problem and Change Management along with a good understanding of the Service Management ecosystem ITIL 3 foundation Minimum ITIL 3 Practitioner ITIL 4 foundation preferred Skilled in holistic process mapping leveraging ServiceNow as a platform Proven capability in effective communication presentation skills Track record of positive Team and Stakeholder Management Experience in Vendor Management KPI s and SLA s Proven ability to evaluate information identify key issues and formulate conclusions based on sound practical judgment experience and common sense EDUCATION AND QUALIFICATIONS Bachelor s or Master s degree in a relevant field e g Business Administration Operations Management or related ITIL 3 or 4 foundation certification specifically relating to Change Release Management Experience in applying Lean Six Sigma methods Excellent communication problem-solving and stakeholder management skills English language - expert proficiency additional languages are beneficial WHAT WE OFFER Competitive salary Self Family Health Insurance Term Life Insurance OPD Benefits Employees Deposit Linked Insurance Scheme EDLI Learning Development through HL Academy Flexible Work from Home Leave Travel Allowance Variable performance bonus Recreation facilities Privilege Casual and Sick leaves