Description
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.

Responsibilities
- 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 chance 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

📌 Manager - Global Process (Chennai)
🏢 Hapag Lloyd
📍 Chennai