Job Description

Shell began operations in India more than 80 years ago. At Shell India, we invest in our people through our industry-leading development programmes, which sees our employees thrive and gain access to experts on a local and global level. To date, we have invested more than US$ 1 billion already in India\'s energy sector alone, in socially and environmentally responsible ways. Shell is the only global major to have a fuel retail license in India. Shell aims to establish a new IT hub in Bangalore, and scale it up over a five-year period. Where you fit in IT Services and Operations (ITSO) provides an extensive global portfolio of IT services to Shell. The ITSO challenge is to deliver services required by the business and yet remain within affordability ceilings. Business demand for IT services is constant and business activity and strategic growth place a constant pressure on IT spend. Consequently, ITSO needs to provide secure and reliable operations and services while also delivering cost reduction opportunities and containing business requested demand growth. The Operate Landscape Manager (OLM) will be part of the IT4IT team which resides in ITSO Strategy and Planning. The OLM will be responsible for the implementation, configuration, maintenance, and performance of ServiceNow in Shell to ensure the availability and consistent performance of our ITSM environment. This position requires excellent stakeholder management, interpersonal and communication skills. What\'s the role As an IT Site IT Operations Manager - ServiceNow, you will be responsible for the development and sustainment of the application landscape of ServiceNow.You must be capable of working independently and collaboratively. You\'ll be the day-to-day service integrator in the IT Service Operations organization, supporting Delivery Management to provide efficient and effective services and contribute to Top Quartile performance in costs and processes. You have end to end accountability for the operations of the landscapes and the delivery of the E2E application services according to the agreed Service Levels and/or Operate Level Agreements. You are the service integrator to ensure applications landscapes remain compliant. Aside from above, you are expected for the following: Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers. Assist in change ticket review / approvals / planning and work with suppliers and support teams. Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use. Assist in representing the Global Functions (GF) Services and Operations organization towards the GFIT Business Managers for landscapes in scope sharing relevant information and managing priorities/escalations. Ensure regulatory and compliance controls are embedded in landscape operations and assist with evidence collection. Assist with projects being transitioned from project teams to Support teams. Escalation points for operation-related issues. Point of escalation for Business regarding any access/role issue Assists with supportability and transition activities of enhancements and project solutions. Analyzing and understanding business functional and non-functional requirements for supportability impact, as well as assessing implications of landscape changes and reviewing for enhancement and continuous improvement opportunities. Build knowledge of relevant information risks and regulatory requirements. Working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Monitor end-to-end performance and maintain to high level of quality, standards, supportability, and operability as defined within negotiated and agreed SLA\'s and to identify Service Improvements. Be responsible for the execution/deployment of releases and approval of changes for their landscapes. Ensure sign off readiness for Supportability & Transition for Operations (agreement to deploy, agreement to operate) Assist the Lead OLM with managing the demand, incl. financial impact, for Operate landscape, and as such for all the components in the landscape. Manage supplier contracts and ensure timely contract renewals (software licenses, support and maintenance services). Ensure new application services are written into Service Level Agreements and Service Catalogues in a consistent way Promote Continuous Improvement culture within own scope of accountability (within Shell team and 3rd party suppliers) Be adaptable to new technologies and ways of working (ie SAAS). This is a great learning opportunity for anyone who is looking to develop skills in service management, supplier management and service integration. Adaptability to ServiceNow technically to be able to lead the technical team. What we need from you Educated to a bachelor\'s degree level, preferably in Information Technology or similar Have around 8-11 years of total experience in IT. Strong leadership experience who has handled team across globe Experience working in ServiceNow is preferred Good data management using Excel. Knowledgeable in basic Formulas, Macros, Charts, Pivot, VLOOKUP, Data Validation, Conditional Formatting etc. Proficient use of PowerPoint. Willingness and proven ability to master new data and analytics tools quickly and efficiently (e.g., Spotfire, ServiceNow). Strong stakeholder, interpersonal relationship, and negotiation skills Fluent in English, written and verbal. A self-starter with good analysis and problem-solving skills. Strong process orientation & process management skills Able to work collaboratively and effectively across the organization and across different geographies. Attention to detail a must, with focus on quality and accuracy. Able to handle multiple tasks with appropriate priority and strong time management skills. Flexible about work content and enthusiastic to learn. Knowledge of service support, operation & design processes (ITIL) Knowledge of application landscapes including underlying infrastructure & application security concepts Proven ability to deliver results in across-functional, multi-application, multi-service provider & virtual environment by driving delivery excellence through influence and team working Ability to deal with conflict and ambiguity effectively Ability to handle concurrent tasks with appropriate priority Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels.

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