Skype Service Manager - Houston TX

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135204BR

Job Title:

Skype Service Manager - Houston, TX

No. of Positions:

1

Job Description:

What is the role?

The Service Manager is an owner of ITSO 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 organisation.

The Skype Component Landscape Manager (CLM) is accountable for the reliability and availability of specific, Skype landscapes that support business users and applications cross Enterprise. Incidents that impact the Skype services usually have significant business impact and requires the CLM to take the lead over the Major Incident Management (MIM) process and will work closely together with the assigned Situation Manager to get the service restored as quickly as possible.

This role, as part of a global team, ensures that Skype Services (landscapes) remain available 24x7 and are delivered in a secure manner, by assessing and actively managing systemic risks, and performing appropriate oversight on the most critical and/or complex changes to the landscapes.

When not involved in day to day operational activities the CLM will focus on driving continuous improvement activities and ensures pro-active monitoring solutions are in place. The use of advanced analytics and smart AI tools will be an essential part of improving service reliability.

Accountabilities


Be accountable for the Skype service, liaising with Shell Service Managers (SM), Service Providers and Operate Landscape Managers (OLM) for application components, with regard to delivery performance of their respective portfolios.
Be accountable for Service Level compliance of the Skype landscape, quick restoration of the service and structural improvements supporting maximum availability. This includes: Ensuring that Skype Service landscape KPI’s are being met (or Return-to-Green plans in place); and that end-to-end integration exists between infrastructure service components (including E2E KPI’s). The CLM can participate in service and performance review sessions with Service Operations Managers (SOM), Service Managers (SM) and infrastructure service providers.
Be responsible for the identification of systemic issues on Skype Landscapes, driving structural improvements while balancing costs with business value; supporting the Service Operations Management (SOM) in optimizing landscape Total Cost of Ownership. Agree resultant remediation plans with SM and OLM; accountability remains with the CLM whilst delivery responsibility is with the OLM/SM.
Ensure effective Major Incident Management and service restoration for the Skype landscape; support SOM in managing incidents and problems.
Ensure that learnings from the Situations and the actions needed to address root cause are captured in the Major Problem Review (MPR) report and addressed effectively.
Be the escalation point for urgent operational issues; the CLM can contact directly (or be contacted by) any of the IT service providers, either Shell or external.
The CLM is a Global Change Approval Board member for their respective business lines and liaises with OLM to assess business impact; CLM has ultimate sign-off for approval of changes impacting the Skype landscape.
Ensure landscape information is accurate; act as the Configuration Item (CI) owner for the Skype landscapes and ensure these are recorded in the Configuration Management database.
Conduct Landscape Assessment reviews for Skype and actively manage risks in collaboration with the relevant OLM.


Auto req ID:

135204BR

Skillpool:

IT Service Management & Delivery

Country of Work Location:

United States

Employment Type:

Full Time

Company Description:

Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals. As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business. Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.

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.

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.

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 participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.

Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

Work Location:

Houston - EP Center Americas

Requirements:

What we need from you

The successful candidate is expected to demonstrate / possess most of the following skills / attributes:


Must have legal authorization to work in the US on a full-time basis for anyone other than current employer
Bachelor's Degree related to Information Technology required
Minimum seven (7 ) years of technical experience in an infrastructure services related working environment
Self-starter with good analysis and problem solving skills
Experience in infrastructure service support and support processes, specifically ITIL
Prior experience in IT with applications/Infrastructure services support and IT services management
Strong relationship skills to work with multiple stakeholders across organizational, business & key supplier boundaries at all levels
Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working
Ability to operate in a virtual cross cultural organization
Strong interpersonal and communications skills, fluent in English both conversational and in writing
Ability to deal with conflict and ambiguity effectively
Proven experience in technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa


Preferred


Multiple years of technical experience in several of the following technologies: LAN, WAN, Mobile, Internet, Active Directory, Authentication, Firewalls, Cloud networking, internet, interfacing, DNS, DHCP, Microsoft Office, SAAS, PAAS, Citrix platform, Azure Platform, etc.
Experience of working in a global virtual team environment in a multinational Enterprise
Ability to handle concurrent tasks with appropriate priority
Understanding of Application and/or Infrastructure service support requirements
Familiarity with Application/Service Development & Support / Project Management
Actual understanding of the IT management environment will be considered as advantageous
Experience having productively supported Commercial / Business-to-Business enterprise IT Operations


City, State (if applicable):

Houston, TX

Company info

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