Service Integration Manager - Houston TX

Profile

135481BR

Job Title:

Service Integration Manager - Houston, TX

No. of Positions:

1

Job Description:

What is the role?

Service Integration assists in the support of infrastructure services provided by the IT organization in remaining integrated with key ITIL processes as a Demand Management, Request Management, Incident and Problem Management & Change and Release Management. They aid in ensuring new infrastructure services are leveraged by applications in line with the ITIL requirements for application and service delivery. The Service Integration Manager supports actions taken on alerts concerning availability of a landscape of services. They help with key availability and security KPIs remaining integral and support escalations within the IT Services and Operations organization when service levels deteriorate.

Accountabilities


Supports the Senior Service Integration Advisor in managing the day to day operations of the Service Management Framework through contracted services to ensure continued reliable operations
Supports the E2E integration of operational processes and underpinning tooling across the ITIL stack to enable successful delivery of change activities
Provides advice and guidance on the onboarding of new suppliers, organizations and services to ensure E2E alignment across the ITIL operational processes
Works in close collaboration with key stakeholders to support major service management change activities
Identifies continuous improvements to the On Off Boarding process that are related to poor performance, gaps, or process anomalies that prevent effective E2E Operations
Works in close collaboration with Process design and operate and key stakeholders to help drive major process enhancements to guide the E2E integration
Drives effective process integration, implementation and embedding of Service Level and Availability Management across the enterprise, including alignment of 3rd party supplier processes.
Analyses process performance and compliance against critical service levels and KPIs and works with stakeholders to ensure fit for purpose back to green plans are raised to drive operational excellence
Identifies structural improvements on the process that are related to poor performance, gaps, or process anomalies that prevent effective Operations and works with Functional Excellence to remediate as needed
Works in close collaboration with Functional Excellence and key stakeholders to drive major process enhancements
Coordinate and manage Business critical landscape health and assurance activities at enterprise level
Working in a virtual team across multiple time zones may require availability during early morning and/or late evening hours.
Driving effective process integration and embedding across multiple organizations and 3rd party suppliers that are likely to have commercial constraints
Maintaining operational excellence during the implementation of the IT Strategic Roadmap and its six technology beliefs
Maintaining the alignment and integration of two operational Service Managements Frameworks during a period of substantial change


Auto req ID:

135481BR

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


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.
Minimum ten (10 ) years of corporate IT experience. Experience in ITIL Process Domain preferred.
ITIL Foundation Certification required.
Technical skills in Business Objects, Microsoft Office products specifically SharePoint, Excel, PowerPoint and Service Now reporting is required.
Must be skilled in working independently across different organizational boundaries globally.
Strong interpersonal skills and the ability to communicate and manage relationships with different stakeholders.
Must be organized, self-motivated, results-oriented and have a very good attention to detail as the accuracy and completeness of report is key.
Able to work under pressure, manage conflicting priorities and take responsibility for delivery to key timeframes.
Skilled in interpreting / implementing commercial service level agreements including the definition of critical service levels, key performance indicators and service credit models.
Technical skills in ServiceNow and Cloud services preferred.
Technical skills to create landscape Assessment framework preferred.


City, State (if applicable):

Houston, TX

Company info

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