Manager – IT Change Management

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 manager 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.

The IT Change Manager is responsible for planning, implementing, and managing the IT change management process, ensuring minimal disruption to IT services while enabling necessary changes. This role is critical in balancing the need for change with the stability and availability of IT systems. The Change Manager will champion the change management process and work closely with various IT teams and business stakeholders.

• Change Planning & Scheduling: Review and assess proposed changes, ensuring proper authorization, risk assessment, impact analysis, and scheduling. Coordinate change implementation with relevant teams.
• Change Communication: Communicate planned changes to affected users and stakeholders in a timely and effective manner. Maintain communication channels and feedback loops.
• Risk Management: Identify, assess, and mitigate potential risks associated with changes. Develop contingency plans and rollback procedures.
• Change Implementation & Tracking: Oversee the implementation of approved changes, ensuring adherence to established procedures. Track the progress of changes and document outcomes.
• Post-Implementation Review: Conduct post-implementation reviews to evaluate the success of changes, identify areas for improvement, and capture lessons learned.
• Reporting & Metrics: Generate regular reports on change management performance, including key metrics such as number of changes, success rate, and mean time to implement. Analyze data to identify trends and areas for improvement.
• Tool Management: Manage and maintain the change management tool (e.g., ServiceNow, Remedy). Ensure data integrity and proper utilization of the tool.
• Training & Awareness: Provide training and awareness programs to IT staff and business users on the change management process and its importance.
• Continuous Improvement: Continuously evaluate and improve the change management process based on feedback, best practices, and industry trends.
• Collaboration: Collaborate effectively with various IT teams (e.g., development, operations, security) and business stakeholders to ensure successful change implementation.
• Compliance: Ensure compliance with relevant regulations and policies related to change management. Responsible for the further development and optimization of established change enablement practice, 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 change enablement
• You actively seek exchange with other experts, thereby sharing and expanding your knowledge at the same time.

• Strong communication, presentation and interpersonal skills, with the ability to engage effectively with senior management.
• Able to manage conflict with the ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
• Strong team player
• Strict, Rigorous, Meticulous, detailed oriented with the ability to convince effectively 
• Good IT Infrastructure & Operations understanding
• Strong stakeholder management
• To have a flexible approach whilst ensuring process governance is adhered to 
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and Common Sense
• Experience with and sensitivity to different cultures
• Ability to act under pressure and to manage efficiently crisis situations
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense

• Total work experience of 7-9 years.
• Extensive experience in change management, process improvement, large scale AWS applications.
• Proven experience of 3 to 5 years in IT change management, preferably in a large and complex and global IT environment.  
• Strong understanding of ITIL framework and best practices for change management.
• Experience with change management tools (e.g., ServiceNow, Remedy).
• Excellent communication, interpersonal, and collaboration skills.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• ITIL certification (Foundation is a must, advanced levels are considered an advantage)
• Ideally, you have already gained 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 communicate with a large audiences
• Agile mindset and a high level of quality awareness
• Willingness to perform and your passion for implementing complex service management projects in an agile environment.
• Ability to shape change positively and constructively (“be a change leader”)
• 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