About Hapag-Lloyd
With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world’s largest and most modern reefer container fleets, 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 deal with terminal-related activities and provide complementary logistics services at selected locations.

Technical Delivery Manager Experience Management

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.

Contact person

Sunaimalar Arunjunaiselvam HR Talent Acquisition Manager