Feb 14, 2020

Lab IT Service Manager

  • Shell Oil Company
  • Amsterdam, Netherlands
Information Technology IT

Job Description

Looking for the perfect break to grow your IT leadership skills and at the opportunity to work with a global team? We have the right role for you! We're seeking an expert in IT Service Management with an Agile mindset to join our Projects & Technology Services & Operations Management (PT SOM) organization.

Where you fit in?

You're going to be a part of our global PT SOM organization in IT Services and Operations (ITSO). The purpose of PT SOM is to operate the technical IT landscapes by delivering differentiating IT capabilities (products & services), thus supporting technology development, application and deployment as a major competitive advantage for Shell. The "Landscape" element emphasizes that infrastructure, applications and data management practices need to come together in an integrated fashion to effectively support our business.

You will be reporting to the Service Assurance Manager Lead for Europe and will have to work closely with Lab Engineers (in Houston, Bangalore and Amsterdam) for a successful delivery and to achieve the overall objectives.

What's the role?

As the new Lab IT Service Manager, you will be accountable for providing a stable service to your end user community. In this role, you are the owner of IT Service Operations contracts with key Infrastructure Service Providers and Application Suppliers. 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 upheld. Your role is to act as the escalation point between the business and 3rd party provider for any deterioration in service levels.

Further, with the advent of cloud-based infrastructure services, you are increasingly responsible to manage vendor operations teams to ensure our services are stable. To improve the landscape on a continuous basis, you should actively seek to use data to identify new opportunities to improve and further mature the operations.


What we need from you?

We're keen to hear from IT Service Management professionals who have a bachelor's or master's degree preferably related to Information Technology. Beyond that, we'd hope to see as many of the following as possible on your CV:
  • Strong corporate IT, Service Management, and Data Management/Information Management experience.
  • Demonstrated knowledge of Agile and how to scale, you are required to have the Agile mindset.
  • Landscape focus to ensure that the Operations Landscape Manager (OLM) is aware of all the dependencies and knows how to influence to improve the service.
  • Drive decisions based on data captured from the environment.
  • Develop a road-map to transform the landscape to meet business requirements.
  • Ability to work effectively in a virtual and global environment.
  • Experienced at communicating key messages at different levels of the organization and for stakeholders from different communities, with different priorities and responsibilities.

Company Description

Shell Nederland BV is a platform for international collaboration, with Shell offering direct employment to around ten thousand people in the Netherlands alone, including roughly 2,800 non-Dutch employees from around 80 countries. Diversity is key at Shell Nederland, and our employees reflect the innovation that stems from a diverse workforce. By joining Shell Nederland, you will benefit from an unrivalled industry-leading development programme that will see you tap into a pool of expert knowledge that will help propel your career. Shell Nederland is the holding company of most Shell companies operating in the Netherlands. Shell Nederland also has an advisory and coordinating role in numerous areas.

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.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we're nurturing an inclusive environment - one where you can express your ideas, extend your skills and reach your potential...
  • We're creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we'll take it from there.
  • We're closing the gender gap - whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
  • We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
  • We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
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.


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 is an Equal Opportunity Employer.


Information Technology