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Technical Delivery Manager Experience Management
2 months ago
Technical Delivery Manager Experience Management
Full Time Chennai, Tamil Nadu, India With Professional Experience 9/17/24 About Hapag-Lloyd
With a fleet of modern container ships and a total transport capacity of 11,9 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13, employees and offices in countries. Hapag-Lloyd has a container capacity of 11,9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of liner services worldwide ensure fast and reliable connections between more than ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2, employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
Technical Delivery Manager Experience Management
We are seeking a skilled Technical Delivery Manager with a strong focus on Experience Management to join our team. This role combines responsibilities as a Service Delivery Manager for Experience Management, steering our Service Provider using mainly Nexthink for proactive support, aligning on a framework for XLAs (Experience Level Agreements) and actively managing it, and the role of a Technical Delivery Manager performing configurations and dashboard creations in Nexthink to cover internal requirements.
Responsibilities and Tasks
Experience Management Delivery
Proactive Support using Nexthink:
·Steering of our Service Provider who monitors and analyses end-user experience data using Nexthink to identify and address potential issues proactively.
·Review and approve implementation of proactive measures to improve overall user experience and system performance.
·Provide insights and recommendations based on data analytics to enhance IT service delivery.
Framework Creation and Alignment for XLAs:
·Develop and align with our Service Provider a comprehensive framework for Experience Level Agreements (XLAs).
·Collaborate with our Service Provider and stakeholders to align XLA objectives with business goals and user expectations.
·Regularly review and update XLAs to ensure they meet evolving business needs and industry standards.
·Assure Reporting of XLAs and other relevant KPIs and agree on action items based on these
Technical Delivery
Nexthink Configuration:
·Perform configurations within Nexthink to support monitoring and analysis needs.
·Customize and optimize Nexthink settings to ensure accurate data collection and reporting.
Dashboard Creation and Management:
·Design and create intuitive dashboards in Nexthink for visualizing key performance indicators and user experience metrics.
·Maintain and update dashboards to reflect current data and provide actionable insights.
Train and support team members in using Nexthink dashboards for their respective roles.
Requirements and Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field. Minimum of 5-7 years of experience in IT support/Technical Delivery Management, with a focus on user experience management. Hands-on experience with Nexthink or similar experience management tools. Scripting experience with Powershell. Familiarity with XLA frameworks and their implementation in a business environment. Solid understanding of ITIL framework and best practices in IT service management. Demonstrated ability to drive continuous improvement initiatives and implement process optimizations. Strong analytical and problem-solving skills Certification in IT service management (e.g., ITIL, PMP) is highly desirable. You show great communication (fluently in English) and organization skills.
Contact person
Sunaimalar Arunjunaiselvam HR Talent Acquisition Manager Share this job Imprint | Privacy Policy