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 GPL for Service Design & Service Transition Management will own, develop and run the Service Design & Transition processes and documentation. He/She will ensure that all parties from IT Infrastructure and Operations function, plus internal and or external partners or suppliers to the Hapag-Lloyd organization, are involved and aligned with the processes and methods. This includes suppliers that might contribute to and apply the Design & Transition Management process.
KEY RESPONSIBILITES AND TASKS
- Defines, develops and embeds the Service Design and Transition processes across the Hapag-Lloyd Estate
- Establishes clear Service Principles and Service Guard rails and ensures alignment and integration of Service requirements with Enterprise Architecture, security and other governance functions
- Ensures engagement with all incoming demand and projects and aligns with required transition governance
- Actively engages with technical design and project managers to promote awareness and compliance with service transition quality plans and processes
- Defines the service impact assessment and ensures compliance with this process
- Defines and agrees the governance for Early life support including planning, entry and exit criteria
- Defines and agrees the template standards for a Service Design pack, ensuring that all support and service requirements are documented and met prior to Early Life Support.
- Agrees the service acceptance criteria with project/programme managers. Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Acts as Global Process owner for Service Design
- Acts as global process owner for Service Transition
- Sponsoring, designing and change managing the process and its metrics
- Defining the process strategy
- Owning process design
- Ensuring that appropriate process documentation is available and current
- Defining appropriate policies and standards to be employed throughout the process
- Periodically auditing the process to ensure compliance to policy and standards
- Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
BEHAVIOURS & APPROACH
- Strong team player
- 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
- Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense
- Ability to speak to “non-IT” stakeholders in terms they will understand
- Process orientated
- Problem Solver
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) with specific focus on Service Design & Transition
- Technology awareness across I&O scope
- ITIL lifecycle experience v3 / v4 with foundational certification
- Experience of a multi-skilled function operating globally.
- Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies advantageous
- Experience of ServiceNow modules and processes
- Good understanding of Project Methodologies
EDUCATION & QUALIFICATIONS
- Master's degree in a relevant field (e.g. Business Administration, Operations Management or related).
- ITIL 3 or 4 minimally foundation certification, ideally Practitioner (preferred)
- Excellent communication, problem-solving, and stakeholder management skills.
- 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.
