Service Assurance Manager

Bangalore

92303BR

Job Description

The Service Assurance Manager role is to work closely with Support, Delivery, Projects, and functions to ensure that Supportability deliverables are in place prior to handover including SLAs (and associated contracts and agreements), end to end Support Model (including staff, processes & tools), Compliance assurances and others. In addition, the person will act as an advisor to the project on supportability considerations throughout the project lifecycle, which often requires knowledge of Enterprise and Global Processes. The person will be responsible for assigning the projects to the indirect reports by making sure that every team member is utilized optimally. The person will also be leading one or multiple portfolios and be supervising few junior resources (dotted line reporting). The person should be able to mentor and coach junior resources on Supportability & Transition.

Company Description

Shell began operations in India more than 80 years ago. At Shell India, we invest in our people through our industry-leading development programmes, which see our employees, thrive and gain access to experts on a local and global level. To date, we have invested more than US$ 1 billion already in India’s energy sector alone, in socially and environmentally responsible ways. Shell is the only global major to have a fuel retail license in India.

Shell has established a new IT hub in Bangalore, and plans to scale it up over a five year period. The purpose of the IT Hub is to enable the Business by focusing on business outcomes, delivering fit for business technology solutions which enable business agility and profitable growth.

Country of Work Location

India

City, State (if applicable)

Bangalore

Work Location

Bangalore RMZ-ECO WORLD

Requirements

Accountabilities:

• The Supportability process is designed.
• To lead a small team handling one or more portfolio by performing the tasks of both as a lead and a team member.
• Mentor and coach junior resources on Supportability & Transition process and ways of working.
• To understand the solutions being delivered to support and how they address the business needs.
• To effectively transition a solution built by a project into support to ensure that once a solution is operational that it meets Shells business expectations, and support owner requirements.
• Act as project PMO to facilitate project and support stakeholder’s engagements throughout the lifecycle of the project to build a relationship where support requirements are agreed, Enterprise, Global, and Business processes are executed, Costs are identified and approved, and timelines can be met.
• To ensure that all requirements, as well as other processes, schedules, and resources for operational support are integrated into the Project Plan, Budget, agreed and executed in a seamless manner.
• To ensure all the team members do the timewriting within the given date with the proper code.
• Work with the Project Managers, Program Managers, and the Portfolio Managers for the smooth transition of projects from Project phase to Operations phase.

Special Challenges:
Working in a global organization and with major outsourced suppliers of infrastructure project delivery (ATT, HP and T-Systems) and to major outsourced suppliers of application service delivery.

Experience & Qualifications:

• Experience in the IT industry for 10+ years.
• Hands-on experience in Project Supportability & Transition.
• A Bachelor’s degree in any discipline.
• Be able to collaborate well in a (Global/remote) team environment, sensitive to client’s needs.

Preferred:

• Exposure to project management and service delivery management.
• PMP certification will be added advantage

No. of Positions

1

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.

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Shell is an Equal Opportunity Employer.