The S&T Lead role is to work closely with Support, Delivery, Projects, and functions to ensure that Supportability deliverables are in place prior to handover; including SLAs (and associated contracts and agreements), end to end Support Model (including staff, processes & tools), Compliance assurances and others. In addition, the person will act as a technical advisor to the project on offerings, architecture, licensing considerations throughout the project lifecycle, which often requires knowledge of technical and enterprise Processes.
Dimension:
Provide integrated planning of transition requirements for solutions from project to operational support.
Engaged from Project Initiation phase onwards to understand design impact on IDSO operations, UX and support budget
Partner with Projects, IRM and Architecture to define deliverables in a risk based approach
Define activities & criteria for designing, building & operating a secure & reliable solution
Act as trusted advisor to the project and on-behalf of support to plan for and deliver seamless transition of the project end-to-end solution into the support environment.
Consult on ways to improve function and reduce transition and support costs.
Provide guidance and advice on transition to support of new services including interfacing tools, processes, knowledge, training, service development, contracts, licenses, and relevant communications.
Assure the solution handed across is compliant with relevant security standards, Business Continuity Plans & Disaster Recovery Plans are delivered, License Management is agreed, asset inventories are up-to-date and signoffs & involvement of key support staff are sought & delivered
Assure that prior to products and services being moved into production, the configuration details of associated support processes and tools are updated to reflect the implementation
Special Challenges:
Extensive contact with Suppliers, Business team members to middle management (up to JG1), and a wide range of IT teams
Contract ownership of services with annual costs of $200k+ per product
Risks – License to Operate, Global reputation, $100’s of millions at risk. Failure within these products and services could have effects on Shell’s reputation and ability to participate in these markets and fines would be very substantial in some areas (i.e. GDPR).
Products range in scale from payment authorizing of ~20million transactions a month or customer facing platforms serving more than 100,000 users
Skills & Requirements: The core IT competences required can be found on My Career in IT.
Minimum Education or Certification: 4-year Degree related to IT
Typical Job Grade of Supervisor/Manager: JG3 or higher
8+ years overall experience of which atleast 3-4 years’ experience in application support, development, IT Service Management Operations &/Or Project Management
Fair understanding of Cloud, infrastructure, configuration etc
Strong stakeholder, interpersonal relationship, and negotiation skills
Ability to deal with conflict and ambiguity effectively
Project or Programme Management competencies
Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
Understanding of business support requirements
Experience determining costs for applications and solutions
Other Skills
Very strong stakeholder management skills
Excellent communicator at all levels
Strong process management skills
Proven record of delivering against stretch targets
Proven ability to influence without line management control
Team player, works effectively with all levels in organisation (business, external suppliers, suppliers within IT)
Proven coordination and consulting management skills
Work effectively in virtual, geographic dispersed, cross cultural environments
Excellent understanding of project management, project finance and TCO.
Also:
Ability to represent Shell with external service providers
Ability to deal with conflict and ambiguity effectively
Ability to maintain a decision/position without damaging working relationships
Translated Company Description
Additional Information:
DESIRABLE:
Knowledge with Service Now
GENERAL DUTIES:
No direct reportees.
Adhere to company policies and procedures
Be an active and professional member of the IT organization, engaging in ongoing projects with a drive to deliver
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 Shell/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.
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