IT Manager – Global Process Lead, Change Enablement

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 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