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Support Analyst (Service Management)

Posted on Mar 12, 2020 by IDC Technologies Solutions Ltd

Den Haag, Zuid-Holland, Netherlands
Immediate Start
Annual Salary

Job Description

The role sits within the Corporate portfolio in Global Functions SOM.

The Senior OLM is accountable for the end-to-end reliability and secure delivery of applications and services for Heath, Travel and Aircraft portfolios including service management and occasionally, technical guidance to others.

Key Accountabilities

  • As part of the natural team, managing the IT operations of 3 portfolios within the Corporate space.
  • Ensuring alignment from all stakeholders, including IT Engineering, Business IT, Architecture and business
  • Managing the portfolio budget, including actuals vs. planned reconciliation, budget changes, and budget transfers
  • Managing software contracts, including basic contract interpretation, negotiations, and value appraisal
  • Fostering close relationships with all stakeholders (application super users, business sponsors, business application owners, etc.) to detect/eliminate pain points and manage future demand.
  • Acting as the face of IT for the business, regardless of what team is responsible internally within IT
  • Understanding how Shell IT is organized and knowing how to contact each team (such as the various CoEs) to drive reliable request fulfillment and incident resolution
  • Engaging with technical stakeholders to align expectations and drive commitments
  • Managing, coaching, and developing application support specialists on day-to-day activities
  • Identifying and delivering continuous improvement opportunities in line with the IT operational strategy


  • Cost and budget responsibilities
  • Dotted line supervisory responsibilities for application support specialists
  • Reports to Lead OLM with limited direct supervision
  • Interact virtually with a broad natural team (IT management, IT delivery, IRM, Architecture, software suppliers, managed service providers, vendors) in a global and culturally diverse environment
  • Applications are mostly SaaS/Cloud Applications
  • Multiple high priority activities with a high degree of change and application landscape complexity
  • Failure within some applications have immediate effects on Shell's finances, reputation, and (legal and social) license to operate

Key Requirements

  • Minimum 4-year degree related to IT, computer science, or other technical/analytical discipline
  • 5+ years of IT experience in a global corporation
  • Strong cost and budget management skills
  • Strong contract management and negotiation skills
  • Strong stakeholder management skills, including software (SaaS and on-prem) suppliers and managed service providers
  • Strong coaching skills, including coaching non-technical stakeholders and managed service providers
  • Strong understanding of Shell's entire IT team structure and relevant contact information
  • Robust experience with ITIL processes, including business change management and support/transition
  • Robust experience with IRM controls with an emphasis on GDPR and data privacy
  • Solid experience with supervisory and/or delegation duties
  • Solid experience in continuous improvement

Preferred Requirements

  • 3+ years of IT operations experience in a global corporation
  • Past experience as a developer or other similar technical role

Other Requirements

  • Excellent communication skills with internal, external, technical, non-technical, and culturally diverse stakeholders
  • Ability to manage multiple, changing priorities simultaneously with minimal direction from management
  • Ability to break down large, complex, technical, and/or ambiguous activities into a realistic timeline with appropriate actions
  • Ability to understand technical concepts quickly from others or external technical research
  • Ability to keep abreast of the history and latest industry news/trends

Reference: 861759938

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