Job Location: Bangalore/Bengaluru
The Role
Service Management is an owner of IDSO 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. The 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 organization
Job Description
Service Management is an owner of IDSO 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. The 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 organization.
Accountabilities:
- Drive continued development and improvements to improve proactive and predictive operational incident resolution within the process framework.
- Drive operational big data analytics and operational proactive/predictive trending of Incidents and problems to determine potential problem areas across connected landscapes
- Translate Incident and Problem related use case requests into technical content to be deployed for operational issue resolution
- Create dashboards, reports, KPIs for IT consumption and management information purposes using the available toolset within the Service Intelligence landscape (ServiceNow)
- Optimizes the operational service intelligence reporting and analytics work within the Incident and Problem organization
- Develops and delivers service intelligence capabilities aligned with our KPIs that measure and improve our organization’s compliance to Incident and Problem Management operational processes
- Acts as focal point for Incident and Problem Management reporting discrepancies and issues impacting both the business and suppliers
- Contributes to the effective execution and operationalization of the Enterprise Incident and Problem Management processes
- Maintains operational work instructions and templates to ensure up to date ways of working are available for stakeholders and users of the incident and problem management processes
- Responsible to drive improvements and remediation of operational procedures for Incident and Problem Management in an automated way
- High-lights and escalates integration issues between ITIL support process and tools
- Contributes to the development of the Incident and Problem Management roadmap and maturity model, working with colleagues in other organizations who assist with design
- Contributes to driving process focal points and community through deliverables associated with the Incident and Problem Management roadmap and maturity model
- Drives a continuous improvement culture in our day-to-day activities, working with our delivery organization, suppliers, and business partners
- Ensures the effectiveness of the Incident and Problem Management processes so that new services / technologies can be implemented smoothly with minimal / zero impact to operations
- Advises on best practices around operationalizing incident and Problem management process
- Identifies opportunities for efficiencies and effectiveness and leverages existing tools and processes to achieve best practice results
Special Challenges:
- On one hand this role requires a hands-on and technical data analytics and Service Intelligence
- skill and on the other hand it require good communication & relationship skills to ensure data analysis results can be translated into business terms for appropriate decision making around mitigating actions and to ensure appropriate improvements are in place to drive improvements
- A very visible enterprise wide role with the requirement to work in collaboration with people from all parts of the Shell businesses, with multiple suppliers and to gain insight into the challenges faced by a variety of lines of businesses within Shell.
- Meeting all the requirements of the various ITIL support processes whilst keeping the Incident and Problem Management processes fit for purpose and cost effective
- Working in a Virtual team across multiple time zones may require availability during early morning and/or late evening hours. Managing time and work-life balance is critical.
- Managing conflicting priorities to achieve win-win solutions
- Collaboration with multiple, cross discipline, cross organizational stakeholders
- Gaining the trust of virtual stakeholders
- Delivering through others without formal line management authority
- Working very closely with 3rd party suppliers in order to provide a seamless end-to-end incident and problem management service
Skills & Requirements: The core IT competences required can be found on .
- Typical Years of Experience: 5 to 7 years of corporate IT experience
- Minimum Education or Certification: 4-year Degree related to IT
- Typical Job Grade of Supervisor/Manager: JG3 or higher
- Graduate / Post Graduate in an IT related degree
- Experience with and skilled in ServiceNow toolset
- Technically Skilled in using Microsoft Office Excel (tables, charts, pivot tables), PowerPoint, reporting tools
- Experience in using automation tools and techniques to build improvements and efficiencies in existing operational ways of working.
- Good analytical skills and appreciates a technical challenge.
- Has a technical understanding of and experience with application landscapes and connectivity (IT networks)) and is able to share that with other members of the team.
- Experience with system development, design and implementation.
- Is an excellent team worker and able to connect easily at technical as well as executive level
- Has a structured, project oriented, work ethic to keep track of running activities and commitments.
- Produces high quality deliverables in terms of both content and presentation. Examples of deliverables include: reports, presentations and standard Operating procedures.
- Pro-active, self-starter and Problem-solver
- Skilled in being able to work independently across different organizational boundaries, cultures and in a globally and virtual environment
- A readiness to take technical responsibility and accountability for work performed and decisions taken
- Demonstrates an understanding of the issues of interest to Shell and proposes viable solutions within the scope of own expertise, taking into account the needs of those affected.
- Completed ServiceNow Trainings (such as ServiceNow Fundamentals, IT Service Management Fundamentals, etc)
- Skills in Excel reporting, VBA, SQL, MS Access, PowerBI, Spotfire and Business Objects
- Knowledge and experience in the Agile project delivery methodology.
- ITIL foundations Certification
- Prefer CCNA certification
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