Description

About Hapag-Lloyd
With a fleet of 264 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 around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.

As a Service Delivery Manager (m/f/d) for IT Support Services, you primarily oversee the support services provided from our internal IT 2nd level support service center in India. You are responsible for ensuring the delivery of high-quality support services to our internal users, coordinating with our IT product team, and driving continuous improvement initiatives to enhance the efficiency and effectiveness of service delivery.
In a team transitioning from a technical delivery focus, you facilitate the transformation into a Service Delivery team. With your general technical background, you actively support current task delivery while identifying the steps needed to transition activities to the IT service center.

  • You oversee the daily operations in our internal IT 2nd level support service centre in India, managing inquiries and handling escalations
  • You collaborate with local management and team leads to drive all governance tasks, including the handover of new tasks, identifying gaps in knowledge or capacity, and fostering continuous development
  • You implement and review quality assurance measures, driving continuous improvement activities to optimize processes, enhance efficiency and boost stakeholder satisfaction
  • You build and maintain strong relationships with all internal stakeholders, proactively identifying needs and opportunities for service enhancements
  • You ensure the continuity of current technical delivery tasks while actively driving the transition to a Service Delivery model
  • You align with support process owners and managers to review and improve the overall support service process and interfaces between support teams
  • You strive to achieve a higher level of self-service and automation, ensuring that a general shift-left approach for support activities is actively pursued

  • Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, Master’s degree preferred
  • Proven experience in a similar role managing IT service delivery operations, preferably in a 2nd level support environment
  • Excellent communication and interpersonal skills with the ability to effectively interact with stakeholders and team members at all levels
  • Solid understanding of ITIL framework and best practices in IT service management
  • Demonstrated ability to drive continuous improvement initiatives and implement process optimizations
  • Strong analytical and problem-solving skills, with a focus on delivering innovative solutions to complex technical challenges
  • Certification in IT service management (e.g., ITIL, PMP) is highly desirable
  • Fluent English with excellent communication and organizational skills
  • Willingness to work at our office in Hamburg 3 days per week and 2 days remote, in accordance with our policy

  • The opportunity to introduce solutions that you are individually convinced of, and to constantly take on fresh challenges with a distinguished level of responsibility
  • Excellent career development opportunities, supported by a spacious range of training and development courses
  • Competitive remuneration (13 salaries + vacation pay) and various benefits, as well as a permanent employment contract with a financially healthy company
  • A minimum of 28 days of vacation, flextime, capital-forming benefits, company pension plan
  • Company restaurant with constant fluctuating, great-quality dishes to choose from as well as coffee bar
  • Centrally located between the main train station and Jungfernstieg as well as subsidized public transportation
  • Blended work model: 3 days a week at our headquarters in the heart of Hamburg and 2 days a week of mobile work
  • Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing