Service Manager Itso - - Shell
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The Service Manager (SM) is responsible for ensuring end-to-end operational infrastructure stability, coordination of incident resolution, driving systemic issue resolution, acting as a Situation and Service at Risk Focal Point. The SM contributes to reduction of incident/escalation volumes, provides quality/timely escalation resolution, and seeks business solutions/improvements whenever possible. The role is key enabler in working towards managing GF IT operations from end-to-end perspective. The SM role provides oversight/assurance that services meet service levels, add cost effective value to business stakeholders, and effectively interfaces with both stakeholders/suppliers. As part of team, the SM is responsible for monitoring multiple team mailboxes requiring a broad range of knowledge spanning both Operations and Consumer IT. The SM collaborates with other roles for a holistic view of services being provided to the business/executed on a global level.
Drive Incident/Problem resolution by participating and acting as GF SOM focal point in key operational activities related to delivery, resolution, and supportability with operations staff and suppliers. Escalate incidents/situations that threaten business continuity appropriately, coordinating resolution.
Ensure Consumer IT tools, services, and processes are delivered to the business with a focus on operational excellence and increased productivity to end users.
Support Supplier Delivery SMs in provision of Service Management operations delivery/integration, assuring services are delivered per contract, deliver efficiency, cost/quality improvement targets by implementing a common service delivery model, global service delivery strategies and global processes, tools and best practices.
Represent the business in various forums/committees delivering relevant solutions, tools, services, and standards.
Identify continuous improvement opportunities adding business value and/or improve the end user experience.
Act as focal point for coordinating and executing initiatives to maintain estate with focus on cost.
Consolidate feedback from the GF business, reporting the user experience; conduct service level reviews with service delivery teams, provide feedback in business context on performance/quality of services delivered; facilitate Supplier Confidence Survey feedback process ensuring feedback is actioned with suppliers; identify and manage/implement IT Service improvements.
Work closely with GF SOM demand team to: identify service demands/new opportunities for deployment, gather feedback on delivery of services; identify improvements in service provision, add business value, and provide business perspective on how new/current service offerings will be used and provide guidance on deployment. Resolve disputes on demand policy issues. Propose/communicate business demand policies.
Facilitate improved communications with the business.
Dimensions and Special Challenges
No direct reports/direct budget accountability.
Virtual working in global environment with culturally diverse teams.
Manage multiple delivery priorities/multiple demand requests.
Work effectively with multiple stakeholders in various organizations.
Successful candidate will work effectively and build strong relationships with consumers/business IT and GF SOM organization, external stakeholders, IT service providers, and other IT Service organizations.
Position requires the ability to operate effectively in a dynamic organization where change is an inherent component of continual process improvement.
Position provides leadership development role in the context of interfacing with senior stakeholder representatives in a global business. Significant opportunity for team and peer coaching in customer focused delivery.
A willingness to stretch oneself and motivate others to do the same to ensure that the customer's needs are fulfilled.
Qualifications and Skills
Degree in IT or Technical Subject
Knowledge/ prior experience in support processes, specifically ITIL
Experienced results-orientated IT professional with experience across a wide range of activities in service delivery
Self-managing professional with drive & enthusiasm
Prior experience in IT infrastructure support and IT services management
Strong stakeholder, interpersonal relationship, and negotiation skills
Proven ability to deliver results in a matrix organization, driving delivery excellence through influence and team working
Ability to operate in a virtual cross cultural organization
Strong interpersonal and communication skills
Ability to deal effectively with conflict and ambiguity
Ability to handle concurrent tasks with appropriate priority
Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
Understanding of business support requirements
Excellent Customer service skills
Good understanding of project management, project finance or TC
Prior knowledge and/or Service Management experience will be considered advantageous
ITIL Certifications/training will be considered advantageous
Actual understanding of the IT business environment will be considered as advantageous
Key Competencies Required
Demonstrated evidence of Enterprise first values and behaviors will be taken into account during the selection process.
Influence and Persuasion-Skill
Project Management Methods-Knowledge
Financial Management -Knowledge
Change Management -Skill
Business and Process-Skill