Manager (m/f/d) ITSM Process Governance Lead

Hapag-Lloyd AG; Deutschland; Hybrid; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

Hapag-Lloyd AG is seeking a Manager ITSM Process Governance to shape and oversee service management, ensuring high-quality delivery of IT and business services. This role involves strategy design, process optimization, and stakeholder management, requiring extensive experience and strong analytical skills.

Leistungen

Competitive remuneration (13 salaries + vacation pay)

28 days of vacation and flextime

Company pension plan

Health and sports programs

Blended work model: 3 days in-office, 2 days remote

Qualifikationen

• At least 7 years in a senior service management role.
• Solid knowledge of ITIL frameworks, ITIL certification preferred.
• Experience in budget management and resource planning.

Aufgaben

• Design and implement service management strategy to enhance service quality.
• Manage and optimize IT Service Management processes.
• Monitor KPIs to drive ongoing service improvements.

Kenntnisse

Stakeholder management

Analytical mindset

Problem-solving

Continuous improvement

Ausbildung

Degree in IT, Business, or related field

Master's degree (preferred)

Jobbeschreibung

Job Description

The Manager (m/f/d) ITSM Process Governance plays a key role in shaping and overseeing the service management landscape, ensuring the efficient, consistent, and high-quality delivery of IT and business services. This role demands a strong customer-centric mindset, combined with in-depth expertise in ITIL frameworks and modern service management methodologies.

Responsibilities

1. Design and implement a comprehensive service management strategy aimed at enhancing service quality, consistency, and operational efficiency
2. Manage and continuously optimize IT Service Management (ITSM) processes in alignment with industry best practices, particularly ITIL v3 and ITIL 4
3. Monitor and analyze key performance indicators (KPIs) to identify trends and drive ongoing service improvements
4. Promote automation and innovation within service management processes to enhance customer satisfaction and operational efficiency
5. Build and maintain strong relationships with key stakeholders, including internal teams and external vendors, to ensure high-quality service delivery
6. Lead the analysis of major incidents, conduct post-incident reviews and root cause analyses (RCAs), and ensure implementation of corrective actions and lessons learned
7. Develop adoption strategies and support IT teams in implementing new processes through targeted training, structured learning paths, and clear documentation (e.g., guidelines and handbooks)
8. Define, maintain, and monitor service level agreements (SLAs) and operational level agreements (OLAs) in line with business needs and expectations
9. Ensure all service management activities comply with relevant regulatory requirements and industry standards
10. Lead service transition efforts for new services and projects, ensuring smooth handovers and minimal disruption to business operations

Qualifications

1. A completed degree in IT, Business, or a related field (Master's degree is a plus)
2. Extensive professional experience (at least 7 years) in a senior service management role, ideally within IT or business operations
3. Solid knowledge of IT Service Management frameworks, ITIL certification is preferred
4. Proven track record in leading and developing service delivery teams, with a focus on driving performance improvements
5. Strong stakeholder management skills and excellent verbal and written communication across all levels
6. Analytical mindset and structured problem-solving abilities with a strong focus on continuous improvement
7. Experience in budget management as well as resource planning and allocation

About Us

With a fleet of 287 modern container ships and a Vessel Capacity of 2.2 million TEU, as well as a Container Capacity of 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 logistics services at selected locations.

About the Team

We offer:

• The opportunity to introduce solutions that you are individually convinced of, and to constantly take on fresh challenges with a distinguished level of responsibility
• Excellent career development opportunities, supported by a wide range of training and development courses
• Competitive remuneration (13 salaries + vacation pay) and various additional benefits, as well as a permanent employment contract with a financially healthy company
• A minimum of 28 days of vacation, flextime, capital-forming benefits, company pension plan
• Company restaurant with diverse, high-quality dishes and a coffee bar
• Centrally located between the main train station and Jungfernstieg, with subsidized public transportation
• Blended work model: 3 days a week at our Hamburg headquarters and 2 days remote
• Health and sports programs (e.g., yoga, sailing, company doctor) and bicycle leasing