ABOUT THE ROLE The Service Performance Reporting & Capacity Planning Analyst will support the Head of IT DOC in determining the current and ongoing operational performance of the function in comparison to the expected targets. He / She will help ensure that all parties from IT Infrastructure and Operations function, internal or external to the Hapag-Lloyd organization, are involved and aligned with the processes and methods. This includes suppliers that might contribute and apply the Performance Management & Reporting and capacity planning process.
KEY RESPONSIBILITIES & TASKS :
- Support in defining key performance measurements for each function within the Infrastructure and Operations function in conjunction with both Service Owners and / or Global Process Owners
- Support in linking data driven performance metrics to CSI and service roadmaps
- Ensure timely deliveries from key partners (internal and external)
- Ensure alignment of the various measurements to have a coherent framework for performance management which supports the overall objectives of Infrastructure and Operations
- Establish the performance management reporting cycle with regular reporting and follow up on the measurements
- Assist in implementing the tools and reports necessary to support performance management
- Prepare communication of overall IT performance towards key stakeholders
SKILLS REQUIRED & EXPECTED LEVELS :
Relationship ManagementInformation Content PublishingData ManagementAnalyticsBEHAVIOURS & APPROACH :
Strong communication, presentation and interpersonal skills, with the ability to engage effectively with senior management.Able to manage conflict with the ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamworkStrong team playerRigorous, Meticulous, detailed oriented with the ability to convince effectivelyGood IT Infrastructure & Operations understandingTo have a flexible approach whilst ensuring process governance is adhered toAble to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and Common SenseExperience with and sensitivity to different culturesAbility to act under pressure and to manage efficiently crisis situationsWORK EXPERIENCE :
Total experience of 5-7 yearsMinimum of 3 years' experience in ITSM related position(s) including Service Reporting & Capacity ManagementGood technology awarenessDevelop and maintain a capacity planning framework that ensures the organization's IT infrastructure can meet business demands.Analyze historical data and trends to predict future capacity requirements.Collaborate with IT teams to identify potential capacity bottlenecks and develop strategies to mitigate them.Design and implement a performance management framework that monitors and analyses IT service performance.Develop and maintain performance metrics, dashboards, and reports to ensure proactive identification of performance issues.Collaborate with IT teams to identify and resolve performance-related issues.Contribute to the design and implementation of the Digital Operations Centre, focusing on capacity and performance management aspects.Collaborate with other teams to integrate capacity and performance management with other digital operations functions, such as monitoring, incident management, and problem management.Evaluate and recommend capacity and performance management tools that align with the organization's technology strategy.Collaborate with IT teams to implement and maintain these tools.Develop and maintain processes and procedures for capacity and performance management, aligning with industry best practices (e.g., ITIL).Collaborate with IT teams to ensure adherence to these processes and procedures.Communicate capacity and performance management plans, progress, and issues to stakeholders, including IT leadership, business stakeholders, and vendors.Collaborate with stakeholders to ensure alignment and understanding of capacity and performance management initiatives.EDUCATION & QUALIFICATIONS :
University degree preferably in a technical subject or any comparable educationITIL 3 or 4 foundation certificationExperience with ServiceNow modulesEnglish language – expert proficiency (additional languages are beneficial)We are looking for candidates who are available for in-person discussions only, as we will not be conducting virtual interviews for this drive on Thursday, September 18, 2025 in Chennai
Skills Required
Service Now, Capacity Planning, Itsm
