What is the role?

As a Lead Service Management Analyst you are to:

IT Service Desk

• Manage IT Service Desk Operations
• Drive improvements in the SD teams performance to enable higher First Call Resolution - KPI's monitoring, Call Management, Operations reporting, Customer Survey reporting.
• Ensure Service Management (SM) processes and differentiation are embedded in SD staff daily activities, including setting expectations with users including Management of customers' queries/escalations

Contract management

• Ensure smooth integration with infrastructure, business, application, and supplier support teams for effective and efficient delivery of support services.
• Management of the orders through SNEPCo IT Hardware Procurement Contract
• Manage Contract performance, HSSE Compliance
  Stakeholder Management - OEM, OEM Partners, Supply Chain, Vendor services

Request/Asset Management

• User/Functional Account Management
• Shared folder Access Management
• Stock management.
• Management of End-user requests for global or local services using Service Management tools
• Procurement of PCs, accessories, and Consumables in liaison with the Procurement Team, Contracting Team, Third Party Vendors as well as OEM (HP)
• Drive the process of Cost rationalization with regards to usage of IT assets and accounts across SCIN
• Management of Joiners, Movers, and Leavers in line with the IT On/off -boarding process
• Management of Client Access Refresh (CAR) process including disk wipe of retired PCs
• Provision / Deployment of IT Assets, Accessories and Consumables for End-User utilisation, in line with defined Service Level Agreements (SLAs)
• Maintenance of Inventory of all deployed/retired and in store IT Consumer Services Assets in various locations

Change Controls/Management

• Overall Change Management Coordination
• Ensure adherence to processes by monitoring the teams for compliance to controls- Interface with Project team for large overarching changes.
• Log Change & Release tickets in Service Management tool when requested by application / project / infrastructure teams ensuring mandatory information is captured.
• Join Global Change Advisory Board (XCAB) meetings and bring results back into local CAB.
• Work with Operations Landscape Manager to create Release Schedules and changes as needed, incorporating various Project, Infrastructure, Freeze, and Disaster Recovery activities.

• Controls Management- Ensure evidence for approvals are maintained and stored in relevant SharePoint locations.
• Act as focal point for internal and external audits with regards to Change Management processes- Responsible for planning and coordinating evidence gathering and providing to audit testing team.

• Address actions for findings from audit

What we need from you?

• Minimum of 5 years of Service management (ITIL) experience
• Experience with call-logging systems (e.g. Service Now)
• Excellent customer-facing, interpersonal and communication skills
• Ability to deal with business and IT management at all.
• Possess ITIL Certification will be an added advantage

Scam Warning

Shell does not request monetary payments (e.g. insurance policy, visa/work permit, HUET or HSSE training, special job offer, etc.) for employment. Individuals who are interested in opportunities within the Shell Group will find open positions listed on the company websites www.shell.com/careers when available.

Shell does not make use of employment forms; neither does the Company process CVs that have not been submitted through the proper websites: www.shell.com/careers . All successful applicants who receive an offer of employment from Shell would have been required to go through a formal and transparent recruitment process.

To learn more about Shell's recruitment process please visit our website www.shell.com/careers .

Shell is an Equal Opportunity Employer.

COMPANY DESCRIPTION

An innovative place to work

There's never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you'll add your talent and imagination to a business with the power to shape the future - whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we're nurturing an inclusive environment - one where you can express your ideas, extend your skills and reach your potential...

• We're creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we'll take it from there.
• We're closing the gender gap - whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We're huge advocates for career development. We'll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.