Senior Manager - IT Service Excellence
Responsibilities:
As IT Service Excellence Lead you will be the owner of core ITIL (Information Technology Infrastructure Library) processes. Together with your team you will create and/or redesign processes, communicate them effectively and train the organization, track performance, report on process quality and drive continuous improvement. You will work across all the functional areas within the IT and ensure processes are implemented, followed and aligned with business needs. Your responsibilities include but are not limited to:
- 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 analyse the current ITSM state and together with your HQ (Headquarters) IT Director define vision and strategy for ITSM at Hapag Lloyd
- Implement the defined ITSM strategy, following iterative approach (“inspect & adapt”)
- Work closely with the technical teams as well as interfaces on topics such as service reviews and Process KPIs.
- Together with the team, you are responsible for the further development and optimization of established processes, help with the automation and digitalization of services and promote the development of innovative ITSM enablement technology strategies.
- You and your team make sure IT vendors are well trained on and comply to ITSM standards and practices as defined by Hapag Lloyd; track and manage vendor performance as it comes to ITSM
- Iteratively improve technical and organizational processes and cross-collaboration.
- Manage projects at an operational and strategic level.
- You actively seek exchange with other experts, thereby sharing and expanding your knowledge at the same time.
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)
- Ideally, you have already gained experience in the 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
- You see yourself as an agile leader, support your employees in their individual development and guide them in an appreciative and goal-oriented manner.
- You love technology, are enthusiastic about automation, self-service and live transparency in an lean-agile environment.
- You communicate convincingly with both technology and business and also appear confident at management level.
- You are characterized by your willingness to perform and your passion for implementing complex service management projects in an agile environment.
- You are 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
