As GPL – Continual Service Improvement (CSI), you will be responsible for driving a structured and data-driven improvement culture across IT Service Management practices. You will focus on identifying improvement opportunities, analysing service performance, and implementing targeted CSI initiatives to enhance service quality, operational efficiency, and customer experience.
You will work closely with ITIL process owners, Digital Operations Center (DOC), product teams, and business stakeholders to ensure continuous alignment with organizational goals, CMMI maturity targets, and service excellence objectives.
- 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.
Required Experience
- CSI consulting, transformation, and governance experience.
- Global process ownership and enterprise-wide improvement program leadership.
- Process consulting, process design, and operating model development expertise.
- Experience driving ITIL-based continual improvement and service management transformation initiatives.
- Strong analytical, stakeholder management, and executive communication skills.
- Experience with ServiceNow, reporting, analytics, and workflow optimization.
- Expertise in KPI design, benefits realization, value measurement, and maturity assessments.
- Knowledge of Lean, Six Sigma, ITIL Continual Improvement, and service management best practices.
Behaviours & Approach
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
Work Experience
- 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
Education & Qualifications
- 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
About UsHapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.
Technology center in Chennai
Welcome to Hapag-Lloyd Technology Center Chennai: Where Innovation Thrives
Hapag-Lloyd Technology Center Chennai, located in the Chennai World Trade Center, is more than just a captive center; it's a beacon of technological innovation. Hand in hand, with two other Hapag-Lloyd IT Hubs in Hamburg (Germany) and Gdansk (Poland), we are ushering in a new era of IT excellence.
Hapag Lloyd Technology Center was opened on June 1st, 2023, with a goal to rapidly expand, envisioning a team of 400+ experts in the coming years.
HLTC Leaders of Innovation
Leading HLTC Chennai are Balamurugan Palanivelu (CEO), Balaji Ramamoorthy (CTO), Vaishali Shetty (CHRO), and Sameer Saxena (CFO).
At Hapag-Lloyd Technology Center, our team is in constant expansion mode. Join us as we continue to grow and innovate! Your expertise can play a vital role in our dynamic and evolving environment.
Global Excellence in IT – Trusted Partner to Grow Your Career
Our Global ONE IT operates across three strategic hubs worldwide: Germany, Poland, and India. Together, we are dedicated to perfecting Hapag-Lloyd's IT solutions. With nearly 200 years in the business, innovation has always been in our DNA.
Our enduring presence makes us a reliable employer for those seeking a workplace that successfully adapts to a changing world, embracing ecological trends and innovation. At Hapag-Lloyd, your work is not only engaging but also has a real impact on our reality.
As we continue to evolve and enhance our market position, we are actively seeking the best IT experts to bring their diverse perspectives to our team.
Join us and be part of a team that is driving innovation, ecological responsibility, and excellence in IT. Your career will thrive with us!
https://www.hapag-lloyd.com/en/company/career/working-in-tech/our-offices/office-chen.html
Perks and Benefits at HLTC :
- 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.
Skills Required
- 13-15 years experience in IT Service Management, Continual Service Improvement, Operations, or Process Excellence roles
- CSI consulting, transformation, and governance experience
- Global process ownership and enterprise-wide improvement program leadership
- Process consulting, process design, and operating model development expertise
- Experience driving ITIL-based continual improvement and service management transformation initiatives
- 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, root cause analysis (RCA), reporting, analytics, and process optimization techniques
- Expertise in KPI design, benefits realization, value measurement, and maturity assessments
- Knowledge and/or experience with Lean, Six Sigma, and continuous improvement methodologies
- Strong stakeholder management, facilitation, and executive communication skills
- Bachelor's or master's degree in Business, Operations, IT, or relevant field
- ITIL Foundation (v3/v4) certification
- Expert proficiency in English
What We Do
With a fleet of 280 modern container ships and a total transport capacity of 2.1 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,700 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.1 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 on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. Around 2,900 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.
