Job Description

The Role

Service Management is an owner of ITSO contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld.

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  The Senior Service Manager acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organisation. Provides advanced level of input concerning assigned scope of work.
• Has frequent exposure to / interaction with very senior levels of business leadership (EC-1 and EC-2).
• Works independently under minimal managerial supervision. Diagnoses and solves significant, complex and non-routine problems; translates practices from elsewhere (other markets, countries and industry) and provides authoritative, technical recommendations which have a significant impact on business performance in short and medium term. Actively identifies new approaches that enhance efficiency and the business impact of IT service landscapes. Represents the Company as the authority in the defined area and acts as a role model to develop experts within this area.

Mandatory Skills:

• 18 - 20 years of over all IT recruitment
• Should have strong experience in analysing and defining contracts
• Should have strong exposure in setting supplier governance
• Should possess in-depth experience in setting up Continuous Improvement program and driving business Value
• Should have expertise in working in the area of IT asset management process , governance and tooling experience preferably Service Now
• Should have experience in Software License management and enable compliance and cost take out
• Strong team leadership experience and setting up career path for the team members
• Strong interpersonal skills and stakeholder management including managing senior stakeholders"

Disclaimer

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.