IT Manager – Global Process Lead, Incident & Problem Management

Global Process Lead-Incident, Problem & Change Management

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 Incident & Problem Management GPL has clear responsibility, accountability and authority for process design and process adherence. They will ensure that all parties across IT both internally and as needed and expected or contracted external 3rd parties / suppliers follow the defined process with the expected service quality. The GPL has overall responsibility for delivery objectives of the Incident & Problem Management processes throughout the Hapag-Lloyd organisation.

Key Responsibilities And Tasks

• Define and maintain the Incident and Major Incident Management Process capability globally across the estate
• Define and manage the Problem Management process globally across the Production Services function, and ensure the consistent application of the process across the wider Hapag-Lloyd IT organization as well as with external Suppliers
• Ensure Policies, Processes and Procedures are periodically & systematically reviewed and updated appropriately and continually.
• Ensure communications about Incident Management & Problem Management Policies, Procedures and action are distributed appropriately.
• Ensure all Process stakeholders including I&O, Product Teams and Partners are aware of their responsibilities and follow the Incident and Major Incident Management process correctly
• Responsible for ensuring training materials are available and sufficient
• Align and integrate with associated processes and capabilities: Change, Event, Request Management, Configuration Management etc.
• Establish, review, update and communicate Process objectives and targets
• Ensure Critical Success Factors (CSF) and Key Performance Indicators (KPI) are reviewed periodically and updated where necessary
• Responsible for escalation to management in relation to all the Incident Management & problem Management Processes and interfaces with other ITSM Processes
• Leading, defining the process strategy and adoption roadmap
• Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
• Communicating process information or changes as appropriate to ensure awareness to all stakeholders
• Addressing issues with the running of the process
• Own and manage the process roadmap
• Identifying improvement opportunities for inclusion in the CSI register
• Working with the CSI manager and process managers to review and prioritise improvements in the CSI register
• Ensure process KPIs are met globally.
  
  
  

BEHAVIOURS & APPORACH

• 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 5 years of ITSM experience gained leading teams covering both Incident & Problem Management
• Extensive knowledge of Process Management & execution specifically related to Incident & Problem Management along with a good understanding of the Service Management eco-system
• ITIL v3 or ITIL 4 foundational certification (Minimum)
• ITIL v3 lifecycle or ITIL 4 Service Value System experience (Preferred)
• Skilled in holistic process mapping leveraging ServiceNow as a platform
• Proven capability in effective communication & presentation skills
• Track record of positive Team and Stakeholder Management
• Experience in Vendor Management, KPI’s and SLA’s
• Proven ability to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
  
  
  

Education & Qualifications

• Bachelor's or Master's degree in a relevant field (e.g. Business Administration, Operations Management or related).
• ITIL v3 or ITIL 4 foundational certification
• 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 leave
  
  
  

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.