Purpose & Accountabilities :
The Service Manager is end-to-end responsible for the support and delivery of the portfolio in the IT Service Operations organization providing efficient and effective services. Manage in-house operations as well as multiple suppliers supporting Shell applications to ensure issues and problems are resolved end to end. Provide technical advice for changes to application architecture design. Guide and advise others being the subject matter expert in technical/operational aspects..
•Understand Shell’s landscape and architecture to manage end-to-end operational support across multiple vendors•Ensure adherence to Shell framework for SOx, information security and regulatory compliance, and that relevant technical strategies, policies, standards and practices are applied correctly•Quickly develop an understanding of business needs to work with vendors to create and implement support processes that proactively resolve or identify issues before they become larger problems•Work with in-house Agile teams and suppliers to advise on impact of technical exceptions, including requests for changes, deviations from specifications, etc. Ensure that there is proper technical assessment of all such exceptions•Work with suppliers and internal stakeholders to mature support processes during and after project implementation•Identify opportunities for continuous improvement•Be end-to-end accountable for the Operate Landscape lifecycle, working with the Business Interface and Delivery Verticals to enable innovation.
The Service Manager must be comfortable engaging with IM/IT managers, business analysts, retained Agile and DevOps team and vendors to identify solutions to existing problems. The Service Manager has to be able to translate complex technical issues into simple business terminology on which basis the Business Interface organization can make informed decisions.This position will primarily interact in the newly set up Real Estate Experience. There will be a significant focus on new ideas and solutions that will eventually make their way into operational support. We make extensive use of Agile and DevOps delivery methodologies in this space.The portfolio is increasingly exploring IoT (Internet of Things) technologies, so an affinity and experience with such devices and technologies is a must.