Job Location: Bangalore/Bengaluru
The Role
In Shell’s multi-supplier ecosystem, business applications management is the front line of the overall support landscape. Ensuring that applications meet the business agreed Service Level Agreements is key to Shell business continuity, e.g. delivering fuel and lubricants to retail stations, issuing invoices, quarterly financial reporting, etc.
The AMS (Application Managed Services) Team is responsible for AOMS (Application Operate Managed Services) contracts that provide support for over 30% of Shell’s application portfolio. The AMS team is responsible for fixed Price Managed Services contracts with Shell’s support suppliers covering all Shell businesses. Once these global contracts have been agreed they require operationalization to ensure Shell reaps the benefits of the contracts both in terms of cost savings, efficiencies through reinforcement of the service delivery model and leveraging supplier expertise in Applications Management.
This role reports into the Contract Holder of AOMS contracts and ensures coherence between the different supplier management processes used to support these contracts, supports the operationalization of signed contracts, supports contract maintenance, and the budget planning for contracts expenditures & forecasting.
Accountabilities
Contract Management – end to end lifecycle – start, renew, extend, changes (add/de-scope), Define & negotiate SLAs
- Contract Lifecycle Management
- Raise Business Requirements
- Perform Business Case analysis
- Manage Contract Change Notes, New contracts and renewals & report savings
- Procedures manual owner and enforcement
- Ensure alignment with Legal, OLMs and C&P
- Demand Management (Request for Service)
- Execute Clearing House (issues tracking)
- Ensure visibility of all business demands
- Adopt the Standard Contract (SOW)
- Enforcement of Service Credits
- Maintain Contract repository
Supplier Performance Management – Manage supplier performance end to end and not just SLAs/CSLs, manage spend, apply Service Credits, systemic issues, supplier risk
- Represents overall Supplier activities and performance (cost/quality) to stakeholders.
- Provides input into continuous improvement for Applications Operate Managed Services team processes and tools for alignment with business needs.
- Works with suppliers and delivery teams to implement service improvement plans identified via the Supplier monthly performance reviews.
- Analyses performance metrics against the agreed SLA for the portfolio of applications and high-lights areas for improvement.
- Evaluates key performance indicator trends and liaises with the supplier and stakeholders and Ensure RTG (Return To Green) plan is in place to drive corrective actions till closure
- Accountable for annual Managed Services Contracts user Baseline review
- Drive Service Improvement meetings to closure with suppliers & shell stakeholders to remediate the systemic IT issues
- Supplier performance feedback summary
Relationship Management – good working relationship with stakeholders & Suppliers. Proactively manage issues before they get into escalations and become a dispute. Manage Disputes.
- Align with IT standards for Service Management and Performance Management while ensuring that business needs are not compromised
- Builds effective operational relationships with business stakeholders to effectively manage operational emergencies.
- Builds effective relationships with SOMs in the IDSO organization in the Delivery Vertical organization. Through these relationships understand the service needs of business stakeholders.
- Supports the Performance Management Leads to represent the Applications Operate Bundle Management Team in all interactions with stakeholders.
- Together with Stakeholders ensures that appropriate end-to-end communications channels are in place.
Dimensions and Special Challenges
- Work virtually by liaising with stakeholders across the globe covering Portfolio organization, Line of businesses, Suppliers, Service Management functions, Finance, HSSE, Legal, Site Infrastructure and C&P
- Drive Annual roadmap, Zero carbon footprint objective oriented innovation and IT Operations of the Future
- Number of Suppliers: 5
- Number of contracts: 26
- Annual number of change notes per annum: 60
- Geography = Global
- Number of supported Applications: 1300+ Applications(this role will entail close to ~500 – 700 applications)
Skills and Qualifications
Mandatory
- Bachelor’s degree
- Proven experience in service delivery role in or for a multinational enterprise
- Expert in service management processes
- Expert in supplier performance management
- Proven experience in negotiation skills
- Proven experience in relationship management
- Knowledge of application lifecycle management
- Proven experience in technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa
- Knowledge of all MS office applications, ServiceNow, PowerBI(Optional)
Preferred
- Self-starter with good analysis and problem solving skills
- Experience of working in a global virtual team environment
- ITIL Service Management Foundation certification.
- Ability to handle concurrent tasks with appropriate priority
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