IT Service Excellence Lead Opportunity
3 days ago
About the Role:
We are seeking an IT Service Excellence Lead to join our team at Hapag-Lloyd. As an IT Service Excellence Lead, you will be responsible for owning core ITIL processes, creating and/or redesigning processes, communicating them effectively, and training the organization. You will also track performance, report on process quality, and drive continuous improvement.
About the Team:
Our IT organization is a powerful team with eyes on the future trends of the shipping industry. We are adapting agile product development & DevOps practices to reduce time to market, increase quality, and fulfill rapidly changing business requirements. As we strengthen and evolve our IT landscape, we are looking for a new colleague to help us build and lead an in-Haus IT Service Management center of Excellence.
About Hapag-Lloyd:
Hapag-Lloyd is one of the world's leading liner shipping companies. With a fleet of modern container ships and a total transport capacity of 11.9 million TEU, we have around 13,000 employees and offices in countries worldwide. We have a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. We offer fast and reliable connections between more than 400 ports across the world.
Responsibilities:
As an IT Service Excellence Lead, you will be responsible for the following:
• Helping to recruit and build a team of internal ITIL Process experts
• Leading and growing your team (performance management, personal development, coaching, project/task distribution)
• Understanding and analyzing the current ITSM state and defining vision and strategy for ITSM at Hapag Lloyd
• Implementing the defined ITSM strategy, following an iterative approach
• Working closely with technical teams and interfaces on topics such as service reviews and Process KPIs
• Developing and optimizing established processes, helping with automation and digitalization of services, and promoting ITSM enablement technology strategies
• Ensuring IT vendors are well-trained on and comply to ITSM standards and practices as defined by Hapag Lloyd
Qualifications:
• Hold a university degree in IT and/or relevant professional experience in the IT sector
• Advanced ITIL certification (ITIL v4 Managing Professional or ITIL v3 Expert)
• Experience in designing and implementing service management capabilities
• Experience with IT Service Management Platforms (Jira and/or ServiceNow)
• At least 3 years of experience in a leadership role, managing direct reports
Perks and Benefits:
At Hapag-Lloyd, we offer a range of benefits, including recreation facilities, financial and health benefits, work-life balance, and professional development opportunities. We are committed to climate and environmental protection as well as human rights and many other social issues.
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