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Service Integration Manager


Job Description:
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.
Special Challenges:
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 Functional Excellence 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
Ensure Runbooks are kept up to date
Dimensions and Special Challenges
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
Qualifications and Skills
Mandatory
10+ years of corporate IT experience
Graduate in an IT related degree
ITIL Foundation process certification required as minimum
Experience with presenting ideas to stakeholders and influencing people without formal authority
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
Good communication skills in English, verbal and written to be used through a variety of communication mediums
Technical skills in Business Objects, Microsoft Office products specifically SharePoint, Excel, PowerPoint and Service Now reporting is required
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

Experience in Landscape health management
Experience in product management and agile ways of working
Preferred
Technical skills in ServiceNow and Cloud services
10+ years of experience in an ITIL process domain
Experience in Agile and Scrum ways of working
Company
Shell
Posted
06/23/2022
Location
bangalore, KA, IN