
IT Service Excellence Lead
1 day ago
Hapag-Lloyd AG is seeking a highly skilled IT Service Excellence Lead to join our team. As a key member of our IT organization, you will be responsible for designing, streamlining, and enforcing standard IT processes based on ITIL best practices across internal and external IT delivery units.
Key Responsibilities:
- Own core ITIL processes and work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.
- Help 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.
- 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.
- Manage projects at an operational and strategic level.
Requirements:
- 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 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, with a passion for technology, automation, and self-service.
- Excellent communication and management skills, with the ability to work with both technology and business stakeholders.
Perks and Benefits:
- Recreation: Play area with PS5, Table Tennis, Foosball, Carrom, and Chess.
- Financial & Health: Provident Fund, Gratuity, Performance Bonus, Medical Insurance, Leave Travel Allowance.
- Work-Life Balance: Hybrid model after probation confirmation based on Manager's approval (3 days in office, 2 days WFH), Generous Leave Policies.
- Facilities: Car/Bike Parking, Food Court, Modern Office Environment.
- Professional Development: HL Academy - Training Programs, Career Growth Opportunities, Employee Referral Policy.
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