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Operations Integration Lead- ITSO

Bengaluru, KA
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  • Oil & Gas
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Job Details

Oversees the day-to-day running of the Request to Fulfill processes, liaising with operations groups and 3rd party suppliers ensuring delivery meets stakeholder requirements. This includes the timely management ofThe catalogue management change cycle, including quality assurance (testing, validation check, communicate changes, maintain the catalogue baseline) on all proposed changesAchieving operational stability by resolving key issues enabling end users to successfully submit requests via the Request Management systemThe SELF HELP Library ensuring it is maintained for easy access and use by end-usersEnd-user communication on outages, planned maintenance windows and enhancements to the Request ManagementJoin Move Leave processes, ensuring effective monitoring of the end-to-end work flow to proactively identify and resolving gapsMonitoring the Review Queues to ensure no or minimum ticket backlog, address any backlogs with queue ownersReview of Cannot Find What You Want tickets and channel to appropriate partiesMonitoring timely fulfilment of request and initiate corrective actions if neededMonitoring functional mailboxes and resolving users and businesses queries/issues/escalations in a timely mannerPerform pro-active housekeeping on all service catalogue ensuring old catalogue entries are deletedMonitoring performance & availability of request management tooling and interfacesMonitor customer experience via trends and propose Continuous Improvements and corrective actions as required.Use process optimization techniques (including LEAN and Continuous Improvement) to deliver value to the business.Ensure all work instructions are ever-greenedProvide advice and guidance to user and business queriesDimensions and Special ChallengesA very visible, enterprise wide role that requires working in close collaboration with people from all parts of the Shell businesses and suppliers, in a virtual environment across multiple time-frames and cultures. Reports to Request to Fulfil Operation Integration ManagerManaging a team of 5Overseeing approximately 1.4 million IT requests per yearOverseeing approximately 4000 catalogue changes per year35 IT service catalogues, with over 4000 catalogue items, serving 120000 global end users24000 requests per year for staff on/off boarding and movement (Join Move Leave)Driving effective process integration and embedding across multiple organizations and suppliers that are likely to have commercial constraints.Managing 3rd party supplier on Request & Catalogue Functional SupportManaging conflicting priorities and achieving a win-win solution wherever possibleGaining and maintaining the trust of virtual stakeholdersManaging time and work-life balanceRequirementsQualifications and Skills Mandatory13+ years of experience working in ITITIL v3 certifications at both the foundation and intermediate level, preferably inService Offerings & AgreementsOperational Support & AnalysisSkilled in Business AnalysisSkilled in Data Analytics and Business ReportingSkilled in executing and managing operational ITIL processes specifically Request, Catalogue and preferably Join Move Leave across global and large infrastructure and application environmentStrong interpersonal and communication skills using different mediumsStrong stakeholder managementSkilled in being able to build credible, sustainable relationships with staff, business leaders and suppliersSkilled in being able to influence others without formal authority to deliver desired resultsSkilled in being able to work independently across different organizational boundaries in a globally and virtual environmentSkilled in team working and people managementA readiness to take technical responsibility and accountability for work performed and decisions taken is keyExperience in applying Continuous Improvement using LEAN / Six Sigma
Additional Degree: BE/ B.Tech (Engineering)

Experience: 13-18


Business/Systems Analysis | Quality Assurance/Testing
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