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Manager – Global Process
Hapag-Lloyd AGManager responsible for driving Continual Service Improvement at Hapag-Lloyd's IT services. Collaborating with global teams to enhance service quality and operational efficiency.
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Act as the Global Process Owner, Custodian, and Consultant for the Continual Service Improvement (CSI) practice, accountable for its strategy, governance, implementation, adoption, and value realization.
- Define, establish, and govern the enterprise-wide CSI framework, methodology, operating model, governance structure, and improvement lifecycle.
- Serve as the strategic advisor and process consultant to business leaders, process owners, and operational teams, driving a culture of continual improvement and operational excellence.
- Lead enterprise-wide improvement consulting engagements, process assessments, maturity evaluations, and transformation initiatives across ITSM and Digital Operations functions.
- Establish and manage the CSI portfolio, including opportunity identification, prioritization, business case development, implementation tracking, benefits realization, and closure.
- Partner with Global Process Leads, Service Owners, Digital Operations teams, and business stakeholders to identify and implement high-value improvement opportunities.
- Define and govern KPI frameworks, performance dashboards, measurement models, and reporting mechanisms to demonstrate improvement outcomes and business value.
- Drive process maturity advancement through structured assessments, gap analyses, benchmarking activities, and improvement roadmaps aligned to the ITIL Maturity Model.
- Facilitate governance forums and leadership reviews to monitor improvement initiatives, risks, dependencies, and realized benefits.
- Champion data-driven decision-making, automation, analytics, AI/AIOps, and digital transformation initiatives that improve service quality, efficiency, reliability, and customer experience.
- Develop and maintain CSI standards, templates, methodologies, and best practices to ensure consistency and scalability across the organization.
- Provide executive-level insights and recommendations on service performance trends, improvement priorities, and strategic transformation opportunities.
Requirements
What you’ll need- Strong analytical and problem-solving mindset, with the ability to translate data into actionable insights
- Proactive and outcome-driven, with a focus on measurable service improvements
- Effective communicator with the ability to influence stakeholders across all levels
- Collaborative approach, working across cross-functional teams and global stakeholders
- Resilient and structured in managing complex environments and transformation initiatives
- Continuous learning mindset with a focus on innovation and optimization
- 13 – 15 years of experience in IT Service Management, Continual Service Improvement, Operations, or Process Excellence roles
- Proven experience in driving CSI initiatives, service improvement programs, and maturity assessments
- Hands-on experience with ITSM tools (ServiceNow, Jira) and performance reporting dashboards
- Strong understanding of ITIL framework, CMMI, and operational governance practices
- Experience in data analysis, RCA, and process optimization techniques
- Excellent stakeholder management and facilitation skills
- Bachelor’s or master’s degree in a relevant field (Business, Operations, IT, etc.)
- ITIL Foundation (v3/v4) certification (preferred)
- Experience in Lean / Six Sigma / Continuous Improvement methodologies
- Strong communication, analytical, and problem-solving skills
- English language – expert proficiency.
Benefits
Comp & perks- Recreation: Play area with PS5, Table Tennis, Foosball, Carrom, and Chess
- Financial & Health: Provident Fund, Gratuity, Performance Bonus, Medical Insurance, Leave Travel Allowance
- Work-Life Balance: Hybrid model after 3 months based on Manager's approval (3 days in office, 2 days WFH), Generous Leave Policies
- Facilities: Car/Bike Parking, Food Court, Modern Office Environment
- Professional Development: HL Academy - Training Programs, Career Growth Opportunities, Employee Referral Policy,IJP.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service ManagementContinual Service ImprovementProcess ExcellenceData AnalysisRoot Cause AnalysisProcess OptimizationKPI FrameworksPerformance ReportingITIL FrameworkLean / Six Sigma
Soft Skills
Analytical mindsetProblem-solvingEffective communicationStakeholder managementCollaborationResilienceStructured approachContinuous learningInfluencingOutcome-driven
Certifications
ITIL Foundation (v3/v4)Bachelor's degreeMaster's degree