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.

Service Request Fulfilment (SR Performance and Enablement)

ABOUT THE ROLE

 

The Service Request Performance & Enablement role is responsible for defining what “good” looks like for Service Request Management across the organisation, and ensuring the process is designed, measured, and continuously improved to that standard. Acting as the central point of accountability for how Service Requests should run, the role connects process design, tooling, automation, and people capability. It helps leadership answer:

  •  Are we making it easy for users to get what they need?
  •    Is our SRM process efficient, predictable, and scalable?
  •   Where are we leaking time, effort, and experience & what must change?

The role directly supports better employee experience, operational efficiency, and time-to-fulfilment, while creating a stable foundation for self-service, automation, and standardisation at scale.

 

Required Skills & Experience

 Experience & Domain Knowledge

  •   5–8 years of experience in IT Service Management, Service Delivery, Digital Workplace, or Operations, with exposure to Service Request Management / Service Catalog / process design.
  •  Working knowledge of ITIL processes, especially Request Fulfilment, Incident, Change, Access Management, Asset/CMDB, and Knowledge.
  •    Experience contributing to the design and governance of service catalogs and request models     in a medium-to-large enterprise or managed services environment.

 Demonstrated involvement in process optimization or operating model improvements for IT support or high‑volume request environments.

Process Design & Governance

  • Ability to create and maintain process maps, RACIs, and design standards for Service Request Management.
  • Experience defining and applying SRM criteria such as SLAs/OLAs, approval flows, and user experience standards.
  • Skilled in refining request models for common journeys (onboarding, access, hardware/software requests, JML).
  • Comfortable supporting governance forums and contributing to process improvement initiatives.

Tooling & Analytics

  •     Hands‑on experience with at least one major ITSM platform (e.g., ServiceNow, BMC Remedy, Cherwell, Jira Service Management), including:

  Service catalog configuration

 Request workflows and approvals

  Form and UX setup

  •         Strong analytical skills using Excel/Sheets (pivots, lookups, formulas) and exposure to BI/reporting tools (Power BI, Tableau, Qlik).
  •         Ability to interpret request data to identify bottlenecks, fulfilment times, backlog trends, and automation opportunities.
  •          Experience defining and tracking SRM metrics such as turnaround times, re‑open rates, and straight‑through‑processing.

 

Communication & Stakeholder Management

  •        Clear written and verbal communication skills; able to translate process concepts into understandable narratives and visuals.
  •         Experience facilitating workshops with process owners, platform teams, and operations to capture requirements and align on standards.
  •     Comfortable presenting SRM performance insights to managers and senior stakeholders, using data to support recommendations.
  •          Ability to collaborate across IT, HR, Security, Facilities, and vendor teams to align on SRM practices.

 

Ways of Working & Mindset

  •     Structured and detail‑oriented, with a focus on maintaining clear policies and reusable patterns.
  •     Outcome‑driven, prioritising faster, simpler, and more predictable fulfilment alongside better user experience.
  •        Systems thinker, able to view end‑to‑end processes and identify inefficiencies.
  •     Continuous improvement mindset, proactively seeking simplification and automation opportunities.
  •     Pragmatic, balancing ideal design with operational realities.
  •     Collaborative, co‑creating solutions with cross‑functional teams.
  •        Change‑enabler, able to support adoption of new standards through communication and training.
  •     Comfortable working in global, fast‑moving environments with multiple stakeholders and time zones.

 Good To Have

  •  ITIL v3 Expert or ITIL 4 Managing Professional certification.
  •             Experience in a global managed services / MSP / large enterprise environment with high transaction volumes and multiple delivery towers.
  •            Hands-on experience implementing or redesigning ServiceNow Service Catalog / Request workflows (or equivalent) at scale.
  •           Background in Lean, Six Sigma, or other continuous improvement frameworks (e.g., Green Belt).
  •           Exposure to automation and orchestration platforms (e.g., ServiceNow Flow Designer, UI Path, Azure Automation, custom API-based provisioning).
  •           Experience designing or managing Experience Level Agreements (XLAs) and sentiment metrics (CSAT, CES, NPS, VOC) for request journeys.
  •           Understanding of Joiner–Mover–Leaver (JML), Identity & Access Management, HR, and Facilities processes and how they intersect with SRM.

 

 

Educational Background

·       Bachelor’s degree in computer science, Information Systems, Engineering, Business, or related field, or equivalent practical experience in ITSM process design, service delivery, or digital workplace environments.

 

 

 

 

 

Contact person

Kalai Priya Kumar