IT Manager – Global Process Lead, Change Enablement

Hapag-Lloyd

  • Chennai, Tamil Nadu
  • Permanent
  • Full-time
  • 2 months ago
THE IT ORGANISATIONA 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 ROLEThe IT Global Process Lead (GPL) - Change Management role is responsible for developing, maintaining, and continuously improving the global Change Management process, ensuring alignment with ITSM/ITIL best practices and driving service excellence and operational efficiency across the organization. This key leadership position requires a strong technical background, leadership and communication skills, and the ability to drive process improvements and collaborate with stakeholders to achieve service level and business objectives.KEY RESPONSIBILITIES AND TASKS
  • Develop, maintain, and continuously improve the global Change Management process, ensuring alignment with ITSM/ITIL best practices and organizational objectives.
  • Provide strategic guidance and oversight to ensure that all changes are properly assessed, approved, and implemented, with minimal risk and disruption to services.
  • Lead the development and implementation of global Change Management standards, procedures, and guidelines, ensuring consistency and adherence across all regions and teams.
  • Collaborate with senior IT leaders, process owners, and other stakeholders to drive strategic initiatives and achieve business objectives.
  • Ensure that all change-related documentation is accurate, up-to-date, and readily available, and that change management metrics and key performance indicators are defined and tracked.
  • Foster a culture of continuous improvement, identifying opportunities for process enhancements and optimizing efficiency and effectiveness.
  • Develop and maintain relationships with key stakeholders, including IT teams, customers, and vendors, to ensure effective communication and collaboration.
  • Provide guidance and support to IT teams, ensuring that they have the necessary skills, knowledge, and resources to effectively manage changes and minimize risk.
  • Host regular Change Management meetings and reviews, ensuring that all stakeholders are informed and engaged in the change management process.
  • Develop and maintain dashboards, reports, and metrics to measure Change Management performance, identifying areas for improvement and optimizing processes accordingly.
BEHAVIOURS & APPROACH
  • Leads by example, driving service excellence and continuous improvement.
  • Collaborates effectively with stakeholders, communicating complex concepts clearly and concisely.
  • Fosters a culture of transparency, accountability, and customer-centricity.
  • Thinks strategically, anticipating issues and opportunities, and adapting to changing environments.
  • Coaches and mentors others, sharing knowledge and expertise to build capabilities.
  • Drives innovation and experimentation, measuring success through key performance indicators.
  • Is results-driven, focused on delivering tangible outcomes and achieving business objectives.
  • Embraces a Lean mindset, eliminating waste and optimizing processes to maximize value for customers.
  • Focuses on flow and throughput, streamlining workflows and reducing lead times to improve efficiency and responsiveness.
  • Encourages a culture of continuous learning and improvement, using data and feedback to inform decisions and drive improvements.
WORK EXPERIENCE
  • Extensive experience in process management, process improvement, or business process reengineering (9 - 12 years of experience).
  • Minimum 5 years of ITSM experience gained leading teams covering both Incident & Problem Management
  • Extensive knowledge of Process Management & execution specifically related to Event, Incident, Problem and Change Management along with a good understanding of the Service Management ecosystem
  • ITIL 3 foundation (Minimum)
  • ITIL 3 Practitioner / ITIL 4 foundation (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 AND QUALIFICATIONS
  • 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
  • Experience in applying Lean/Six Sigma methods
  • 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