The Senior IT Operations Manager understands ITSO contracts with key Infrastructure Service Providers and Application Suppliers and ensures that services provided by third parties are secure, compliant and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld.
This role is responsible for Supplier Assurance, Contract Management and Finance Management across End User Productivity SOM.
This role would interface with ETSOM Service Integration team, C&P, S&P, Finance team & Business SOM teams holistically for EUPSOM.
The Senior IT Operations Manager provides Service Assurance support, ensuring key availability and security KPIs remain a primary focus, utilizing escalation paths as needed within the IT Services and Operations organization when service levels deteriorate.
The person should be able to collaborate across team(s) and has some exposure to / interaction with business leadership.
The Senior IT Operations Manager works independently under broad managerial supervision.
What is the role
The Senior IT Operations Manager delivers the work as assigned, applying the work procedures, frameworks. Guidance provided for those tasks where there are limited precedents available.
Key accountabilities includes:
Facilitate supplier engagement, in line with established governance model, ensuring artifacts are effectively maintained. Viz – Contract Management Plan, Deliverables tracker, Exit Framework, Improvement plan
Monitor supplier performance against Service Level and HSSE (Health, Safety, Security, Environment) requirements
Ensure supplier and stakeholders adhere to contracts
Manage effectiveness of supplier Service Level Agreement portfolio, leading periodic review cycle to ensure metrics remain relevant and continue to drive supplier performance
Manage contract changes, providing initial review and ensuring appropriate reviews and approvals before execution
Track key contractual obligations and ensure delivery (assurance letters, HSSE compliance notifications)
Facilitate inter-supplier cooperation and issue resolution. Escalation management (e.g. Risk pool re-allocation), Assurance statements e.g. business or security assurance letter, Sarbanes‐Oxley section 404
Carry out regular and frequent assurance reviews of the design and operating effectiveness of Supplier controls.
Rigor around compliance against key contractual obligations and deliverables
Manage and track issues related to the supplier’s provision of services to Shell. (Relationship, commercials, performance, staffing, disputes, payments)
Engagement of appropriate functions to facilitate resolution and/or effective escalation
Collaborate with EUP Service Managers on Supplier Performance & CIP initiatives to delivery value
Supplier audits on contract obligations & deliverables
Represent contract holder in contract benchmarking activities, partnering with Contracts and Procurement and ensuring a balanced approach, ensuring valuing for money while maintaining service quality
Identify opportunities for restructuring, optimisation during Contract renewals. MSA, CCNs, LSA
Provide support to service lines (reports, clarifications on what’s in the contract)
Protect & optimize contractual value and avoid value leakage – Contract Value proposition
Standardized and objective way to measure Supplier Performance
Monthly Supplier Review Meetings (SRM)
Establish escalation matrix & operational face-off model
Quarterly Performance Scorecard, QBR inputs & Supplier Confidence Survey (SCS)
Changes to Service Levels as per tool capability and service evaluation
Initiate monthly Spend Analysis for Key Suppliers with commercial and contract updates
Contracts spend (yearly & total)
Tracking work @ risk and outstanding payments
PO creation
What we need from you
A Bachelors or Masters degree, in IT and/or Management
A strong background in IT service delivery, service management and contract management
Experience of managing major global contracts
Experience of managing relationships and influencing staff, leaders, and 3rd parties.
Experience working in a global virtual team environment
Demonstrated ability to deal with ambiguity yet deliver tangible business benefits.
Demonstrated knowledge of Infrastructure Sourcing Program and supplier commercial and contractual framework
Demonstrated evidence of Enterprise first values and behaviors.
Excellent customer knowledge, interpersonal, coaching and training skills as well as the ability to influence
Very strong stakeholder management skills. Able to work collaboratively with Natural teams
Good people skills, required to solicit support and agreement to plans across diverse delivery groups and customers
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.
Are you ready to put your mark on one of Sweden’s most leading tech brand? We are one of the...
Apply For This JobUrgent hiring for Sr Full Stack Developer for IT company in Panchkula location Posted on -March 8, 2022 Designation –...
Apply For This JobEducational Certification: Any Graduate Excelsoft Technologies – Brand To Excel Innovation, Thought Leadership and Consultative approach is our way of...
Apply For This JobJob Description Job Title : Talent Acquisition Specialist Job Location : Cochin Job Type : Full time regular employment Academic...
Apply For This JobJob Description for IT Sales Mumbai: Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching...
Apply For This Job➢ Should Be familiar With Windows 7,10 environment. ➢ Keen Knowledge of MS Office, especially excel. ➢ Basic Knowledge of...
Apply For This Job