Manager (m/f/d) ITSM Process Governance Lead

With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world\’s largest and most modern reefer container fleets, 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 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 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 deal with terminal-related activities and provide complementary logistics services at selected locations.

The Manager (m/f/d) ITSM Process Governance plays a key role in shaping and overseeing the service management landscape, ensuring the efficient, consistent, and high-quality delivery of IT and business services. This role demands a strong customer-centric mindset, combined with in-depth expertise in ITIL frameworks and modern service management methodologies.

• Design and implement a comprehensive service management strategy aimed at enhancing service quality, consistency, and operational efficiency
• Manage and continuously optimize IT Service Management (ITSM) processes in alignment with industry best practices, particularly ITIL v3 and ITIL 4
• Monitor and analyze key performance indicators (KPIs) to identify trends and drive ongoing service improvements
• Promote automation and innovation within service management processes to enhance customer satisfaction and operational efficiency
• Build and maintain strong relationships with key stakeholders, including internal teams and external vendors, to ensure high-quality service delivery
• Lead the analysis of major incidents, conduct post-incident reviews and root cause analyses (RCAs), and ensure implementation of corrective actions and lessons learned
• Develop adoption strategies and support IT teams in implementing new processes through targeted training, structured learning paths, and clear documentation (e.g., guidelines and handbooks)
• Define, maintain, and monitor service level agreements (SLAs) and operational level agreements (OLAs) in line with business needs and expectations
• Ensure all service management activities comply with relevant regulatory requirements and industry standards
• Lead service transition efforts for new services and projects, ensuring smooth handovers and minimal disruption to business operations

• A completed degree in IT, Business, or a related field (Master\’s degree is a plus)
• Extensive professional experience (at least 7 years) in a senior service management role, ideally within IT or business operations
• Solid knowledge of IT Service Management frameworks, ITIL certification is preferred
• Proven track record in leading and developing service delivery teams, with a focus on driving performance improvements
• Strong stakeholder management skills and excellent verbal and written communication across all levels
• Analytical mindset and structured problem-solving abilities with a strong focus on continuous improvement
• Experience in budget management as well as resource planning and allocation

We offer:

• 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 additional 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 everyday 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
• Please use our online tool for applying with us.
• We ask staffing consultants and recruiting firms to refrain from sending us unsolicited profiles and CVs of potential candidates for this or other positions advertised on our website.