Senior Manager
2 weeks ago
Hapag-Lloyd AG is seeking a Senior Manager - Service Excellence Lead to join its team. As the owner of core ITIL processes, you will create and/or redesign processes, communicate them effectively, and train the organization. You will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.
Responsibilities:- Recruit and build a team of internal ITIL Process experts
- Lead and grow your team, including performance management, personal development, coaching, and project/task distribution
- Understand and analyze the current ITSM state and define vision and strategy for ITSM at Hapag Lloyd
- Implement the defined ITSM strategy, following an iterative approach
- Work closely with technical teams and interfaces on topics such as service reviews and Process KPIs
- Develop and optimize established processes, automate and digitalize services, and promote innovative ITSM enablement technology strategies
- Ensure IT vendors are well-trained on and comply with ITSM standards and practices
- Manage projects at an operational and strategic level
- Seek exchange with other experts to share and expand knowledge
Qualifications:
- University degree in IT and/or relevant professional experience in the IT sector
- Several years of experience in IT Service Management in an ITIL-driven corporate environment
- Advanced ITIL certification (ITIL v4 Managing Professional or ITIL v3 Expert)
- Experience with IT Service Management Platforms (Jira and/or ServiceNow)
- At least 3 years of experience in a leadership role, managing direct reports
- Agile leadership skills, supporting employees in individual development and guiding them in an appreciative and goal-oriented manner
- Passion for technology, automation, self-service, and transparency in a lean-agile environment
- Confident communication with both technology and business, as well as management level
- Willingness to perform and passion for implementing complex service management projects in an agile environment
- Structured and solution-oriented approach, with flexibility and ability to cope with changing requirements and fast-paced working environment
- Passion for quality and Service Excellence
- IT Vendor management experience in a multi-vendor IT delivery environment is desirable
- Fluent English language skills, German is an advantage but not a must
- Willingness to travel
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