Service Management Analyst – GCC

Description

• Transformation & Innovation Support: Participate in cost transformation and innovation initiatives by providing operational insights and supporting implementation activities
• Budget Tracking & Financial Support: Assist in tracking service budgets, monitoring spends, and supporting quarterly financial reporting in collaboration with finance teams
• Compliance & Risk Monitoring: Support adherence to Shell’s IRM and IT Controls policies, and assist in ensuring compliance with health, safety, legal, and regulatory standards
• Landscape Monitoring & Reporting: Help identify recurring issues and support analysis for potential improvements in system performance and cost efficiency
• Business Controls Support: Help maintain business controls across service delivery processes, including contract expenditure tracking and compliance documentation
• Supplier Coordination: Monitor supplier activities and performance, escalating issues and supporting contract-related documentation and evaluations
• Service Operations Support: Assist in day-to-day operations of IT services within the GCC portfolio, ensuring timely resolution of incidents and service requests
• Operational Readiness Participation: Contribute to readiness activities for new projects and changes, including documentation and coordination of deployment milestones
• Incident & Enhancement Support: Provide operational support for incidents across regions, and contribute to identifying service improvement opportunities
• Continuously grow the transferable skills you need to get ahead.
• Operational Planning Assistance: Support the IT Manager in executing the IT operating plan and tracking service performance metrics

Requirements

• Familiarity with ITIL or similar frameworks preferred
• Foundational understanding of IT operations and service management
• Experience in hybrid IT environments (cloud/on-premises) is beneficial
• Detail-oriented with a proactive approach to learning and problem-solving
• Experience in developing and managing digital products on Microsoft Azure, with hands-on skills in Power BI reporting
• Ability to work collaboratively in cross-functional teams
• Strong coordination and communication skills

Benefits

• Grow as you progress through diverse career opportunities in national and international teams.
• Take advantage of paid parental leave, including for non-birthing parents.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Gain access to a wide range of training and development programmes.

Training + Development

Interview process

Visa Sponsorship

Security clearance