Lead Service Management Analyst at Shell Petroleum Development Company

As a Lead Service Management Analyst you are to:

IT Service Desk

• Manage IT Service Desk Operations
• Drive improvements in the SD teams performance to enable higher First Call Resolution - KPI’s monitoring, Call Management, Operations reporting, Customer Survey reporting.
• Ensure Service Management (SM) processes and differentiation are embedded in SD staff daily activities, including setting expectations with users including Management of customers' queries/escalations

Contract management

• Ensure smooth integration with infrastructure, business, application, and supplier support teams for effective and efficient delivery of support services.
• Management of the orders through SNEPCo IT Hardware Procurement Contract 
• Manage Contract performance, HSSE Compliance
  Stakeholder Management - OEM, OEM Partners, Supply Chain, Vendor services

Request/Asset Management

• User/Functional Account Management
• Shared folder Access Management
• Stock management.
• Management of End-user requests for global or local services using Service Management tools
• Procurement of PCs, accessories, and Consumables in liaison with the Procurement Team, Contracting Team, Third Party Vendors as well as OEM (HP)
• Drive the process of Cost rationalization with regards to usage of IT assets and accounts across SCIN
• Management of Joiners, Movers, and Leavers in line with the IT On/off -boarding process
• Management of Client Access Refresh (CAR) process including disk wipe of retired PCs
• Provision / Deployment of IT Assets, Accessories and Consumables for End-User utilisation, in line with defined Service Level Agreements (SLAs)
• Maintenance of Inventory of all deployed/retired and in store IT Consumer Services Assets in various locations

Change Controls/Management

• Overall Change Management Coordination
• Ensure adherence to processes by monitoring the teams for compliance to controls- Interface with Project team for large overarching changes.
• Log Change & Release tickets in Service Management tool  when requested by application / project / infrastructure teams ensuring mandatory information is captured.
• Join Global Change Advisory Board (XCAB) meetings and bring results back into local CAB.
• Work with Operations Landscape Manager to create Release Schedules and changes as needed, incorporating various Project, Infrastructure, Freeze, and Disaster Recovery activities.
• Controls Management- Ensure evidence for approvals are maintained and stored in relevant SharePoint locations.
• Act as focal point for internal and external audits with regards to Change Management processes- Responsible for planning and coordinating evidence gathering and providing to audit testing team.
• Address actions for findings from audit

What we need from you?

• Minimum of 5 years of Service management (ITIL) experience
•  Experience with call-logging systems (e.g. Service Now)
• Excellent customer-facing, interpersonal and communication skills
• Ability to deal with business and IT management at all.
• Possess ITIL Certification will be an added advantage