ITSM Practice Manager – Change Enablement Specialist
7 days ago
Hapag-Lloyd AG is seeking a highly skilled ITSM Practice Manager – Change Enablement to join our team. As a key member of our IT organization, you will be responsible for driving the strategic direction of our Change Enablement practice and ensuring that processes within your scope are defined, implemented, and aligned with business needs.
Key Responsibilities:
- Create and redesign the Change Enablement practice, communicate effectively across IT, and track performance.
- Provide process guidance and training, both internal and external, and enforce process compliance.
- Drive process standardization, enforcing ITIL best practices.
- Establish process KPIs, produce regular reports to management, and collaborate with technical teams.
- Requirements engineering for the practices in scope for ITSM enablement platform and collaborate closely with technical teams.
- Work closely with technical teams and interfaces on topics such as service reviews and process KPIs.
- Responsible for the further development and optimization of established change enablement practice, help with automation and digitalization of services, and promote the development of innovative ITSM enablement technology strategies.
- Iteratively improve technical and organizational processes and cross-collaboration.
- Actively contribute to ITSM projects at an operational and strategic level and drive continuous process improvement in the area of change enablement.
Requirements:
- Hold a university degree in IT and/or relevant professional experience in the IT sector.
- Several years of experience in the area of IT Service Management in ITIL-driven corporate environments.
- At least 5 years of proven track record in Change enablement and/or Release & Deployment process design, implementation, enforcement, and continuous improvement.
- Good understanding of modern IT infrastructure and application architecture.
- ITIL certification (Foundation is a must, advanced levels are considered an advantage).
- Ideal experience in applying ITIL practices in DevSecOps environments or having been part of Agile/DevSecOps transformations.
- Experience with IT Service Management Platforms (Jira and/or ServiceNow preferred).
- Strong analytical skills and ability to communicate convincingly and confidently with both technical and business stakeholders.
- Agile mindset and high level of quality awareness, enjoy sharing knowledge, and are confident in dealing with both face-to-face and virtual collaboration.
- Ability to shape change positively and constructively.
- Fluent English language skills, German is an advantage.
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