ITSM Practice Manager – Change enablement

Hapag-Lloyd AG

5+ Years | Chennai, Tamil Nadu, India (On Site) | Full Time | 12 months ago
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Job Summary

As ITSM Practice Manager – Change Enablement, you will be responsible for this core ITIL Practice and its strategic direction. You will work across all the functional areas within the IT and ensure processes within your scope are defined, implemented, adhered to and aligned with business needs. Your responsibilities include but are not limited to: * Create / redesign Change Enablement practice, communicate and enforce effectively across IT, track performance, report on process quality and drive continuous improvement. * Provide process guidance and trainings – both internal and external – and enforce process compliance. * Drive Process standardization, enforcing ITIL best practices. * Establish process KPIs, produce and provide regular reports to management and various IT delivery units * Requirements engineering for the practices in scope for ITSM enablement platform and collaborate closely with technical team for their, refinement, planning, validation (testing) & production rollout * Work closely with the technical teams as well as interfaces on topics such as service reviews and Process KPIs. * 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.

Must Have

  • University degree in IT
  • Several years of experience in IT Service Management
  • At least 5 years proven track record in Change enablement
  • Good understanding of modern IT infrastructure and application architecture
  • ITIL certification (Foundation is a must)
  • Strong analytical skills
  • Agile mindset and high level of quality awareness
  • Structured in your way of working as well as solution-oriented and proactive
  • Fluent English language skills

Good to Have

  • Advanced ITIL certifications
  • Experience applying ITIL practices in DevSecOps environment
  • Experience with IT Service Management Platforms (Jira and/or ServiceNow)
  • German language skills
  • IT Vendor management experience

Job Description

About the job

If you are interested, Please share your resume to career.hltc@hlag.com

Responsibilities:

As ITSM Practice Manager – Change Enablement you will be responsible for this core ITIL Practice and its strategic direction. You will work across all the functional areas within the IT and ensure processes within your scope are defined, implemented, adhered to and aligned with business needs. Your responsibilities include but are not limited to:

  • Create / redesign Change Enablement practice, communicate and enforce effectively across IT, track performance, report on process quality and drive continuous improvement.
  • Provide process guidance and trainings – both internal and external – and enforce process compliance.
  • Drive Process standardization, enforcing ITIL best practices.
  • Establish process KPIs, produce and provide regular reports to management and various IT delivery units
  • Requirements engineering for the practices in scope for ITSM enablement platform and collaborate closely with technical team for their, refinement, planning, validation (testing) & production rollout
  • Work closely with the technical teams as well as interfaces on topics such as service reviews and Process KPIs.
  • 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.


Qualifications:
  • Hold a university degree in IT and/or relevant professional experience in the IT sector
  • Several years of experience in the area of IT Service Management in ITIL driven corporate environment
  • At least 5 years proven track record in Change enablement and/or Release & Deployment process design, implementation, enforcement, continuous improvement
  • Good understanding of modern IT infrastructure and application architecture
  • 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)
  • You possess strong analytical skills and communicate convincingly and confidently with both technical and business stakeholders, including ability to successfully pass on a message to large audiences
  • You have an agile mindset and a high level of quality awareness, enjoy sharing your know-how and are confident in dealing with both face to face and virtual collaboration
  • You are characterized by your willingness to perform and your passion for implementing complex service management projects in an agile environment.
  • You are structured in your way of working as well as solution-oriented and proactive.
  • 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

4 Skills Required For This Role

Problem Solving Game Texts Agile Development Jira