Technical Delivery Manager Experience Management
3 months ago
- Full Time
- Chennai, Tamil Nadu, India
- With Professional Experience
- 9/17/24 1732978
About Hapag-Lloyd
With a fleet of 287 modern container ships and a total transport capacity of 11,9 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11,9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
We are seeking a skilled Technical Delivery Manager with a strong focus on Experience Management to join our team. This role combines responsibilities as a Service Delivery Manager for Experience Management, steering our Service Provider using mainly Nexthink for proactive support, aligning on a framework for XLAs (Experience Level Agreements) and actively managing it, and the role of a Technical Delivery Manager performing configurations and dashboard creations in Nexthink to cover internal requirements.
Responsibilities and Tasks
Experience Management Delivery
Proactive Support using Nexthink:
· Steering of our Service Provider who monitors and analyses end-user experience data using Nexthink to identify and address potential issues proactively.
· Review and approve implementation of proactive measures to improve overall user experience and system performance.
· Provide insights and recommendations based on data analytics to enhance IT service delivery.
Framework Creation and Alignment for XLAs:
· Develop and align with our Service Provider a comprehensive framework for Experience Level Agreements (XLAs).
· Collaborate with our Service Provider and stakeholders to align XLA objectives with business goals and user expectations.
· Regularly review and update XLAs to ensure they meet evolving business needs and industry standards.
· Assure Reporting of XLAs and other relevant KPIs and agree on action items based on these
Technical Delivery
Nexthink Configuration:
· Perform configurations within Nexthink to support monitoring and analysis needs.
· Customize and optimize Nexthink settings to ensure accurate data collection and reporting.
Dashboard Creation and Management:
· Design and create intuitive dashboards in Nexthink for visualizing key performance indicators and user experience metrics.
· Maintain and update dashboards to reflect current data and provide actionable insights.
Train and support team members in using Nexthink dashboards for their respective roles.
Requirements and Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5-7 years of experience in IT support/Technical Delivery Management, with a focus on user experience management.
- Hands-on experience with Nexthink or similar experience management tools.
- Scripting experience with Powershell.
- Familiarity with XLA frameworks and their implementation in a business environment.
- 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
- Certification in IT service management (e.g., ITIL, PMP) is highly desirable.
- You show great communication (fluently in English) and organization skills.
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