IT Service Manager Salesforce

Profile

Texas, United States of America

Job Family Group:

Information Technology (IT)

Worker Type:

Regular

Posting Start Date:

January 12, 2022

Business unit:

Projects and Technology

Experience Level:

Experienced Professionals

Job Description:

What is the role?

IDT Service Manager – Fast Lubes is a key role within Sectors Decarbonisation & Global Lubricants Information & Digital Technology Service & Operations Management (SOM) teams that consists of fast-growing portfolios. This Role will be responsible for managing E2E Fast Lubes application landscape supporting our Fast Lubes Customer base. This application landscape will be developed primarily on Salesforce Platform.

The IDT Service Manager is responsible in supporting delivery of the day-to-day application and infrastructure services according to the agreed Service Levels and Operate Level Agreements. They are experts in their field providing efficient and effective support and services whilst ensuring compliancy. Depending on area of expertise, the IDT Service Manager may be part of a DevOps team improving product features and flow reliability and security. In areas where there are Business Critical products and applications, the IDT Service Manager in that role ensures the integrity of the application and infrastructure landscape works with appropriate parties for BC incident resolution. The IDT Service Manager is also accountable for supportability and transition activities of enhancements and project solutions. This includes analysing and understanding business functional and non-functional requirements for supportability impact, as well as assessing implications of landscape and portfolio changes and reviewing for enhancement and continuous improvement opportunities.

Principal Accountabilities:

Ensure reliable, secure, and affordable IDT landscape operations specific to Fast Lubes Application Portfolio. This will be primarily on Salesforce platform.

Stakeholder management and engagement in Business and IDT Organisation

Supplier management, performance, and engagement.

IDT, Regulatory, Compliance Controls effectiveness and operations

Responsible for reviewing the landscapes for enhancement and continuous improvement opportunities.

Resolve incidents or problems, conduct root cause analysis and Major Problem Reviews through Supplier Support teams.

Drive efficiencies in systems and process: capacity planning, performance tuning, monitoring, ITIL processes etc

Assist projects in operational readiness activities.

Part of product team delivering business capability.

Continuous Improvement activities for landscape enhancement

Document’s solutions to known errors to expedite resolution of incidents and performs root cause analysis to minimize reoccurrence.

Change/release management including automation of Deployment and Configuration (CI/CD)

Responsible for Operational Readiness for new demand, changes and projects impacting the portfolio and provides sign off, with Agreement to Deploy and Agreement to Operate as key milestones.

Responsible for the identification of systemic issues on application landscapes, driving structural improvements while balancing costs with business value; supporting Service Operations Management (SOM) in optimizing landscape Total Cost of Ownership.

Coordination of Disaster Recovery (DR) plans and Test execution for the critical business applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria, and timings

Act as the escalation point for operation-related issues.

What we need from you

Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.

Bachelor’s Degree is required.

Minimum of 10 or more years of experience of corporate IT Application Development/Support is a must.

Functional experience with strong knowledge of the Salesforce platform and product offerings is required.

Skills in Salesforce Marketing, Commerce & Service Cloud are preferred.

Salesforce Experience Cloud/ Experience with Lightning component framework knowledge is desirable.

Understanding of CI/CD pipeline for DevOps and Agile delivery on the Force.com platform.

Self-starter with Good analysis and problem-solving skills.

Experience in IT applications support, ITIL processes and IT services management.

Ability to deal with conflict and ambiguity effectively

Proven record of delivering against stretch targets

Strong stakeholder, interpersonal, communication, and negotiation skills

Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working

Ability to operate in a virtual cross-cultural organization

Company description

Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals.

As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business.

Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.

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.

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DISCLAIMER:

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 participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. (“Shell”) to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.

According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.

Company info

Shell .
Website : https://www.shell.com