Global Process Lead, Service Catalogue and Service Level Management

Founded in 1847, the roots of Hapag-Lloyd AG go back to the 19th century, when the company set sail for New York with their first ships of general cargo and passengers. From these beginnings, Hapag-Lloyd has grown into a leading and globally active container liner shipping company with an exciting history founded on core company values. 

With a fleet of 266 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world's leading liner shipping companies. In the liner shipping segment, the company has 13,500 employees at locations in 140 countries with 403 offices. Hapag-Lloyd has a container fleet of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. Worldwide, 113 liner services ensure fast and reliable connections between more than 600 ports on all continents. In the Terminal & Infrastructure segment, Hapag-Lloyd bundles its holdings in 20 terminals in Europe, Latin America, the USA, India and North Africa. Around 2,900 employees work in the Terminal & Infrastructure segment and complementary logistics services at selected locations.

"We care. We move. We deliver." – these are our corporate values, and they are at the heart of everything we do. Our values tell a story about where we come from. They define who we are, and they guide us on our path into the future. They guide the way we do business, inspire us, motivate us, and help us find the right path like an inner compass – together.

Our values are not only linked to our actions and business activities, but also to our vision and mission. In 2018, we set ourselves the goal of becoming the "Number One for Quality". We have a clear strategy that will help us along the way. Our values are a guiding force that will enable us to implement this strategy in a sustainable way.

"Connecting the world across oceans" – that's what we stand for at Hapag-Lloyd. That's our goal, and that's what we've always done – for more than 175 years. Today, we connect companies, markets and economic systems. We facilitate global trade, promote the prosperity of countries and businesses, and open up new opportunities wherever we operate.

Our greatest asset on this journey is our 14,500+ employees around the globe. And what unites us all is our common culture and our values: "We care. We move. We deliver."

A globally focused shipping and terminal organisation, Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers.  Hapag-Lloyd’s strategy depends on a successful digital transformation.

As such, the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes. Against this backdrop, the Global One IT has a    mandate from the executive board to lead the technology transformation of Hapag-Lloyd.

This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub. The GPL is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible.

GPL Service Catalogue and Service Level Management will be responsible for core ITIL practice and strategic direction. GPL will work across all the functional areas within the IT and business to ensure processes within scope are defined, implemented, adhered to and aligned with business needs.

• Create and design from scratch Service Catalogue Management and Service Level Management processes, communicate and enforce effectively across IT, track performance, report on process quality and drive continuous improvement.
• Provide process guidance and trainings – both internal and external – and enforce process compliance.
• Drive process standardization, enforcing ITIL best practices.
• Establish process KPIs, produce and provide regular reports to management and various IT delivery units
• Requirements engineering for the practices in scope for ITSM enablement platform and collaborate closely with technical team for their, refinement, planning, validation (testing) & production rollout
• Work closely with the technical teams as well as interfaces on topics such as service reviews and Process KPIs.
• Responsible for the further development and optimization of established Service Catalogue and Service Level management practices, help with the automation and digitalization of services and promote the development of innovative ITSM enablement technology strategies
• Iteratively improve technical and organizational processes and cross-collaboration.
• Actively contribute to ITSM projects at an operational and strategic level and drive continuous process improvement in the area of Serve Catalogue and Service Level Management

• Ability to speak to “non-IT” stakeholders in terms they will understand
• Strong team player
• Actively seek exchange with other experts, thereby sharing and expanding knowledge at the same time.
• Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
• Management level person with good ability to negotiate
• Experience with and sensitivity to different cultures
• Ability to act under pressure and to manage efficiently crisis situations
• Good in leadership, developing team members by inspiring, encouraging and providing constructive criticism to help improve performance
• Structured in way of working as well as solution-oriented and proactive.
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense
• Ability to shape change positively and constructively (“be a change leader”)

• Minimum 9 –12 years' higher education in IT
• Minimum 3 – 5 years’ experience in a similar position
• Good understanding of modern IT infrastructure and application architecture
• ITIL certification (Foundation is a must, advanced levels are considered an advantage)
• Experience in applying ITIL practices in DevSecOps environment or have been part of Agile / DevSecOps transformation
• Experience with IT Service Management Platforms (Jira and/or ServiceNow preferred)
• Strong analytical skills and communicate convincingly and confidently with both technical and business stakeholders, including ability to successfully pass on a message to large audiences  
• IT Vendor management experience in a multi-vendor IT delivery environment is a plus.
• Fluent English language skills, German is an advantage  

• Bachelor's or Master's degree in a relevant field (e.g. Business Administration, Operations Management or related).
• ITIL 3 or 4 foundation certification specifically relating to Change & Release Management
• Excellent communication, problem-solving, and stakeholder management skills.
• English language – expert proficiency (additional languages are beneficial)

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Employees’ Deposit Linked Insurance Scheme (EDLI)
• Learning & Development through HL Academy
• Flexible Work from Home
• Leave Travel Allowance
• Variable performance bonus
• Recreation facilities
• Privilege, Casual and Sick leaves

HAPAG-LLOYD TECHNOLOGY CENTRE IS A PLACE FOR EVERYONE.

At Hapag-Lloyd Technology Centre, we believe that we can only succeed if we let our differences enrich our culture. Our Hapag-Lloyd Technology Centre associates come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently abled status. We celebrate diversity, equity and inclusivity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to innovate solutions that make a difference in the shipping world.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard. We care, We move, We deliver.