Service Manager Canada - Houston TX

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Job Information
Shell
Service Manager, Canada - Houston, TX
in
Houston
Texas
132729BR
Job Title:
Service Manager, Canada - Houston, TX
No. of Positions:
1
Job Description:
What’s the role?
The Service Manager – Canada role in the DS Retail SOM organization is accountable end to end for ensuring that Shell IT and our supplier partners deliver reliable site systems and connected application services across the Canada retail network. As part of the Retail Services and Operations (SOM) team, the Service Manager is responsible for delivering smooth operations across the Canada retail landscape with minimum downtime. The Service Manager contributes by implementing processes and corrective actions that reduce incident volume and provide speedy and quality problem resolution. The Service Manager builds the necessary relationships and operational ways of working with stakeholder teams to ensure the effective delivery of their day to day activities. The Service Manager is the Holder for contracts with multiple suppliers who support site related IT systems. 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 met. The Service Manager acts as the escalation point between Business, IT and 3rd party partners for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage supplier partner operations teams to ensure appropriate change management to the infrastructure services provided to the end user organization. The Service Manager is the primary focal point for retail IT site application support for Canada and is expected to drive issue resolution across the business and IT resources. They work closely with other Shell IT support teams Managers and Retail business when systemic or high severity issues impacting multiple sites arise. The Service Manager must develop a deep understanding of the retail site system landscape and how it connects to the wider market solution landscape. They serve as primary focal to work with site level IT application suppliers and drive operational improvements through enhanced tracking. The Service Manager is as an escalation focal point for the Retail business for chronic issues.
Accountabilities:
Managing the operational functions of retail IT site level applications. Owning the Supplier relationships in the areas of operational excellence.
Driving improvement of support services for operational metrics such as system uptime and site effectiveness.
Working with Suppliers to introduce operational enhancements.
Liaise with Suppliers and Shell internal teams to ensure issue resolution.
Monitor and initiate work with other specialists and supplier(s) to identify opportunities for continuous improvement.
Creating and manage an operational dashboard for retail site systems.
Monitor daily and weekly performance metrics to identify process and systemic issues requiring further attention, including potential process, people, or tool changes.
Review upcoming changes, identify those impacting the operational landscape, prioritize and provide recommendations to stakeholders.
Assist with Transition to Support activities in association w/ projects.
Own supplier/partner faceoff model. Responsible for driving operational stability across approx. 1,250 sites across Canada. Key supplier partners include NCR, CompuCom and Dover Fueling System.
Incident Management
Coordinate across Suppliers and Shell internal teams to ensure issue resolution.
Act as an escalation point for Retail SOM and Business for systemic or serious issues related to site level IT applications that have not been resolved.
Problem Management
Actively participate in Problem Management process with focus on increasing business value by reducing number of incidents and duration of downtime.
Ensure Suppliers are identifying problems based on frequently-occurring issues, recommending fixes or workarounds, and reporting them to Shell in agreed template to resolve systemic IT-related problems.
Interface with Shell and Supplier IT delivery groups to ensure complex problems are being worked appropriately.
Change Management
Provide recommendations related to changes to site level application landscape. Review upcoming changes, identify those impacting the operational landscape, challenge and reject if requested changes are too risky, have not been tested properly or are not cost effective from TCO perspective, keeping stakeholders informed.
Work with Shell delivery teams and Supplier to ensure software defect fixes are correctly prioritized.
Supplier Management
Act as supplier manager for site system supplier partners in CA market.
Develop and maintain strong relationships with Supplier partners, monitoring performance metrics to identify process and systemic issues requiring further attention. Hold supplier partner accountable if service is not delivered at required level.
Compliance
Participate in development of DR plans and Test execution for applicable applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria and timings.
Monitor supplier performance in HSSE rules and report any deviations or gaps immediately.
Projects
Play an advisory role in projects impacting the markets, including input on support model and solution.
​​Assist with Transition to Support activities and review readiness for Agreement to Operate (AtO)
Continuous Improvement
Monitor and initiate work with other IT teams and Supplier(s) to identify opportunities for continuous improvement.
Special Challenges
Extensive contact with Supplier(s) and Business team members to middle and upper management, wide range of IT teams
Working effectively and delivering SLA commitments through others with the team and across many organizational boundaries, including ecosystem partners (supplier partners, Shell IT teams and business leaders).
Constructively challenging, and being challenged, whilst maintaining appropriate relationships with key stakeholders.
Virtual working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Working with multiple stakeholders in various organizations.
Risks - License to Operate, global reputation, millions of dollars at risk. Failure within these systems could have effects on Shell's reputation and ability to participate in these markets and fines would be very substantial.
This position manages overall delivery, outages, for landscapes thereby ensuring availability, reliability, and overall supportability 7 x 24 x 365.
Shell Retail seeks to further differentiate itself as the best fuel and convenience retailer across Canada. Working in Retail IT and supporting the retail business can give you an opportunity to be a part of the most customer-facing business in Shell, influence one of the most recognizable brands in the world and enhance your stakeholder management skills while making a significant impact on the retail business. The Retail IT Operations space is dynamic and fast paced and an exciting place to work. We are looking for individuals willing to continually learn, innovate, have the passion to exceed expectations and work collaboratively w/ our retail business colleagues to push operational stability to new heights.
Auto req ID:
132729BR
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.
4-year University degree in Information Technology (Management Information Systems, Computer Science or equivalent).
Minimum ten (10) years of total IT work experience.
Experience in Retail system operations and expert knowledge of operational production environments strongly preferred.
Actual understanding of the IT business environment will be considered as advantageous.
Knowledge of Retail business environment and awareness of associated business processes (retail site operations, loyalty, payments, settlement, etc.) and related application information and data are highly desirable.
Strong stakeholder management skills.
Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working.
Self-starter with good analysis and problem-solving skills.
Experience in applications support and support processes, specifically ITIL.
Prior experience in IT with applications support and IT services management.
Ability to operate in a virtual, cross-cultural organization.
Ability to deal with conflict and ambiguity effectively.
Ability to handle concurrent tasks with appropriate priority.
Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels.
Understanding of business support requirements.
Experience in working on interconnected enterprise landscapes.
Supplier management experience (e.g. managing 3rd party service delivery according to contracts).
Working effectively and delivering Service Level Agreements (SLA) commitments through others across many organization boundaries, including ecosystem partners (suppliers, IT team members and business leaders and team members).
Strong interpersonal skills and communication skills, confident in dealing with senior Business stakeholders.
Good understanding of the software engineering life-cycle for development and the concepts and practices required to implement effective information systems.
Good communication/influencing/negotiation/presentation skills at all levels of the Business and IT hierarchy.
Constructively challenging, and being challenged, while maintaining appropriate relationships with key stakeholders.
Ability to take periodic calls outside of working hours to facilitate working in a global environment and operational support capacity.
Demonstrated ability to operate in a virtual cross-cultural organization.
City, State (if applicable):
Houston, TX

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