IT Support Services Project Manager
2 weeks ago
We are seeking an experienced Service Delivery and Project Manager for IT Support Services to oversee the delivery of high-quality support services to our internal users. The successful candidate will be responsible for ensuring that budgets, timelines, and activities meet agreed-upon targets.
Responsibilities
As a Service Delivery and Project Manager, you will be responsible for:
• Overseeing the daily operations of our IT 1st level support service provider and all activities around Self-Service (Knowledge management, Chatbot, Automation) and proactive support.
• Collaborating with your Germany-based team, international management, and team leads to drive governance tasks, including handover of new tasks, identifying gaps in knowledge or capacity, and driving continuous development.
• Implementing and reviewing quality assurance measures and driving continuous improvement activities to optimize processes, enhance efficiency, and improve end-user satisfaction.
• Building and maintaining strong relationships with all internal stakeholders and proactively identifying needs and opportunities for service enhancements.
• Aligning with support process owners and managers to review and improve the overall support service process and interfaces between support teams.
• Striving to achieve a higher level of self-service and automation, ensuring that a general shift-left process for support activities is actively followed.
• Project Management for IT Support Services projects, including risk management, assuring resource and budget targets are met, stakeholder communication, and documentation and reporting.
Requirements and Qualifications
To be successful in this role, you will need:
• A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A Master's degree is preferred.
• Proven experience of at least 3-6 years in a similar role managing IT Service Desk or support services.
• Excellent communication and interpersonal skills with the ability to effectively interact with stakeholders and team members at all levels.
• 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 with a focus on delivering innovative solutions to complex technical challenges.
• Certification in IT service management (e.g., ITIL, PMP) is highly desirable.
• Experience in a Service Management tool like JIRA or ServiceNow.
Estimated Salary Range
₹65,000 - ₹80,000 per month.
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. With a presence in over 13 countries and a global network of offices, we offer fast and reliable connections between more than 400 ports worldwide.
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