Technical Delivery Manager

2 weeks ago

Chennai, Tamil Nadu, India Hapag-Lloyd Full time

Hapag-Lloyd Technical Delivery Manager Job Description

We are seeking a skilled Technical Delivery Manager with a strong focus on Experience Management to support 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.

Key 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.

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.

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