Senior Manager

4 days ago


Chennai, Tamil Nadu, India Hapag-Lloyd AG Full time
Senior Manager - IT Service Excellence Lead

As the IT Service Excellence Lead, you will be responsible for creating and/or redesigning ITIL processes, communicating them effectively, and training the organization. You will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

  • Help to recruit and build a team of internal ITIL Process experts
  • Lead and grow your team (performance management, personal development, coaching, 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, help with automation and digitalization of services, and promote innovative ITSM enablement technology strategies
  • Ensure IT vendors are well trained on and comply to ITSM standards and practices as defined by Hapag Lloyd; track and manage vendor performance
  • Iteratively improve technical and organizational processes and cross-collaboration
  • Manage projects at an operational and strategic level
  • Seek exchange with other experts, sharing and expanding knowledge

Qualifications:

  • 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 environment
  • Advanced ITIL certification (ITIL v4 Managing Professional or ITIL v3 Expert)
  • Ideal experience in design and implementation of service management capabilities, either from scratch or running a big scale transformation
  • Experience with IT Service Management Platforms (Jira and/or ServiceNow)
  • At least 3 years of experience on a leadership role, managing direct reports
  • See yourself as an agile leader, support employees in their individual development, and guide them in an appreciative and goal-oriented manner
  • Love technology, enthusiastic about automation, self-service, and live transparency in a lean-agile environment
  • Communicate convincingly with both technology and business and appear confident at management level
  • Willingness to perform and passion for implementing complex service management projects in an agile environment
  • Structured in your way of working as well as solution-oriented and proactive
  • Flexibility and ability to cope with changing requirements and fast pace working environment
  • Passion about 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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