The digital transformation strategy of Shell requires an increasingly flexible, agile and secure IT environment in order to enable best use of data, cloud services, personalization of user experience and connectivity of devices. Keeping our business goals and user experience in the forefront, Shell IT has taken the decision to insource or directly procure a number of connectivity services. By taking greater control over key aspects of connectivity we can provide our users with better user experience, speed and agility, while maintaining operational effectiveness and efficiency. As a result, we are building a partially insourced and multi-vendor ecosystem for our connectivity products and services and will be developing new skills and capabilities. Come join us on this exciting and ambitious journey.
Shell is hiring a Supplier Manager role in the IT Infrastructure organization who will be responsible for ITSO contracts with key infrastructure service providers and application suppliers in the Connectivity space.
What’s the role?
As a Supplier Manager, you will 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 upheld. You will act as the escalation point between Business IT and 3rd party provided for any deterioration in service levels.
As part of your role, you will be increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organisation.
More specifically, your responsibilities will include:
Ownership of supplier’s delivery (supplier is responsible), actively monitoring Supplier performance alignment to agreed Shell SLAs.
Contributing (not responsible) to new service development working with Service Manager, business representatives, Support teams, Suppliers to ensure business requirements are captured concisely and translated to service requests
Review and support the operational planning and delivery of new services in response to new service requests.
Within contractual boundaries planning & steering existing services delivery to align or enhance current and forecasted business demand in partnership with Product Manager and Business IT representatives
Reviewing, in collaboration with Product Manager, General Manager and the suppliers, the delivery of services by analyzing functionalities, trends, SLA performance, costs and continued alignment to the original business case and later developments
Be aware of systemic issues with their services, provide advice and take accountability for sustainable resolutions
Effectively balance the contract with the relationship with suppliers- Advise IT and business stakeholders on contractual & commercial aspects of component services to ensure linkages and alignment with the ISP contractual framework
Ensuring mutually beneficial and responsive relationships are established & maintained with Shell Businesses and Supplier by managing stakeholders (key stakeholders often include senior-level representative from Shell and supplier organization) concerns and expectations.
Be aware of and connected to Supplier led projects that have impact on the services
Be accountable for Information Risk Management compliance
Be accountable for adherence Connectivity Compliance Charter by suppliers and functions
What we need from you?
Significant experience in supplier relationship and contractor management with network and/or telecom 3rd parties
Proven experience in dealing with vendor SLA and service level management
Preferably with professional project management certifications (ITIL v4, PMP or Prince2 Practitioner);
Familiar with and able to adhere to project management methodologies and tools;
Excellent communication, presentation, and stakeholder management skills, both for internal and external sides
We’re keen to hear from IT professionals who have a bachelor’s or master’s degree, preferably in Information Technology, Computer Science, Telecommunications or equivalent work experience
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