COMPANY BACKGROUND
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."
THE IT ORGANISATION
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.
ABOUT THE ROLE
The Global Process Lead (GPL) for Request Fulfilment is responsible for the design, implementation, governance, and continuous improvement of the Request Fulfilment process. This role ensures that all user and business requests are managed efficiently, effectively, and in alignment with agreed Service Level Agreements (SLAs) and business objectives. The Process Owner collaborates with service delivery teams, stakeholders, and suppliers to streamline request handling, improve user experience, and maintain compliance with ITIL best practices.
This role ensures the delivery of seamless, efficient, and customer-centric request fulfilment services aligned with business objectives and industry best practices Takes ownership and accountability for specific global business processes and drives these with the highest quality.
KEY RESPONSIBILITIES AND TASKS
- Define and maintain the Request Fulfilment process in alignment with ITIL best practices and organisational goals
- Ensure the process integrates seamlessly with other ITIL processes, including Incident, Change, and Asset Management
- Develop and maintain a process framework, including policies, workflows, and documentation
- Monitor adherence to the Request Fulfilment process, ensuring compliance with SLAs, policies, and regulatory requirements
- Define and implement metrics, key performance indicators (KPIs), and reporting mechanisms to track process performance
- Conduct regular audits and reviews of the process to ensure it remains fit for purpose and aligned with business needs
- Oversee the end-to-end management of service requests, ensuring they are fulfilled within agreed timelines
- Ensure that request templates, workflows, and Service Request Catalogue items are accurate, up-to-date, and user-friendly
- Collaborate with service owners and technical teams to resolve bottlenecks and ensure timely request completion
- Identify opportunities to enhance the efficiency, effectiveness, and automation of the Request Fulfilment process
- Gather feedback from users and stakeholders to refine and improve the request management experience
- Leverage tools and technologies, such as ITSM platforms, to optimise process performance
- Act as the primary point of contact for Request Fulfilment-related queries and escalations
- Provide regular updates and insights on process performance to stakeholders, highlighting achievements, risks, and improvement plans
- Work closely with service owners, support teams, and suppliers to ensure alignment with business requirements
- Develop and deliver training materials and sessions for staff involved in Request Fulfilment activities
- Promote awareness of the Request Fulfilment process across the organisation, ensuring users understand how to make requests effectively
BEHAVIOURS & APPORACH
- Prioritises user satisfaction and ensures that service requests are fulfilled promptly and accurately
- Takes ownership of the Request Fulfilment process, driving continuous improvement and delivering measurable results
- Builds strong relationships with stakeholders, fostering alignment and teamwork across departments
- Pays close attention to the specifics of process design, documentation, and governance
- Adjusts to changing business priorities and incorporates new requirements into the process
- Seeks out and implements new technologies and practices to enhance the request fulfilment experience Strong understanding of the Request Fulfilment process and its integration within the broader IT Service Management (ITSM) framework, including ITIL best practices
- Expertise in managing service request lifecycles, ensuring requests are fulfilled in accordance with SLAs and customer expectations
- Experience in managing and maintaining a Service Request Catalogue, ensuring that all service requests are accurately represented and easily accessible to end users
- Familiarity with service request catalogue creation, optimisation, and governance to ensure the right requests are available for users and fulfilment teams
- Ability to analyse service request workflows, identify bottlenecks, and implement improvements to increase efficiency and effectiveness
- Experience with process optimisation techniques and driving change initiatives
- Proficiency with Service Management platforms (e.g., ServiceNow) for managing requests, tracking SLAs, and reporting
- Understanding of automation tools to improve the speed and accuracy of service request fulfilment
- Strong skills in analysing request fulfilment data, generating reports, and identifying trends to improve the service request process
- Ability to use key performance indicators (KPIs) and metrics to manage and improve team performance and process outcomes
- Strong customer-centric mindset with the ability to manage customer expectations, resolve issues promptly, and deliver a high level of satisfaction
- Excellent communication skills to interact effectively with both technical and non-technical stakeholders
WORK EXPERIENCE
- Extensive experience in process management, process improvement, or business process reengineering (minimum 12 years).
- ·Minimum of 5 years’ experience in ITSM related position(s) including Request Fulfilment activities
- Good technology awareness
- ITIL lifecycle foundational awareness v3 / v4
- Experience of a multi-skilled function operating globally
- Experience of ServiceNow modules and processes
- IT Infrastructure & Operations background would be advantageous
- Education & Qualifications
- Master's degree in a relevant field (e.g. Business Administration, Operations Management or related).
- ITIL 3 or 4 foundation certification
- Experience with ServiceNow modules
- English language – expert proficiency (additional languages are beneficial)
WHAT WE OFFER
- 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.
