IT Support Services Manager

1 month ago


Chennai, Tamil Nadu, India Hapag-Lloyd AG Full time

About Hapag-Lloyd

Hapag-Lloyd is a leading liner shipping company with a fleet of 287 modern container ships and a total transport capacity of 11.9 million TEU. The Company has around 13,500 employees and 400 offices in 139 countries.

The IT Support Services Manager will oversee the delivery of high-quality support services to internal users, aligning with the IT product team and driving continuous improvement initiatives to enhance service delivery efficiency and effectiveness.

Responsibilities:

  • Oversee daily operations of IT 1st level support service provider and all activities around Self-Service (Knowledge management, Chatbot, Automation) and proactive support.
  • Collaborate with Germany-based team, international management, and team leads to drive governance tasks, including handover of new tasks, identifying gaps in knowledge or capacity, and driving continuous development.
  • Implement and review quality assurance measures and drive continuous improvement activities to optimize processes, enhance efficiency, and improve end-user satisfaction.
  • Build and maintain strong relationships with internal stakeholders and proactively identify needs and opportunities for service enhancements.
  • Align with support process owners and managers to review and improve the overall support service process and interfaces between support teams.
  • Strive to achieve a higher level of self-service and automation, ensuring a general shift-left process for support activities is actively followed.
  • Project Management for IT Support Services projects, including risk management, assuring resource and budget targets are met, stakeholder communication, and documentation and reporting.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree preferred.
  • Proven experience of at least 3-6 years in a similar role managing IT Service Desk or support services.
  • Excellent communication and interpersonal skills with the ability to effectively interact with stakeholders and team members at all levels.
  • 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 with a focus on delivering innovative solutions to complex technical challenges.
  • Certification in IT service management (e.g., ITIL, PMP) is highly desirable.
  • Experience in a Service Management tool like JIRA or ServiceNow.

Contact person: Sunaimalar Arunjunaiselvam HR Talent Acquisition Manager



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