Global BW Service Delivery Manager (DSIT)      Job ID: A18608

Location: Cyberjaya, Selangor, Malaysia

Shell Malaysia Trading Sdn. Bhd. (6087-M) has been operating for more than a century in Malaysia and is looking forward to more exciting and challenging years ahead. We refine, supply, trade and ship crude oil and petroleum products, as well as market and sell transportation fuels, lubricants, speciality products and technical services.

Downstream IT (DSIT) is a key enabler for the continued improvement of Downstream’s business performance and delivery of Customer Value Propositions. It is supporting the IT systems of the Downstream business like refineries, supply & distribution, retail, lubricants, B2B and Chemicals. It operates in a truly global (and virtual) environment and operates along classes of business and delivery organizations.

Responsibilities:

* Ensure all ERP BW Application Service Level Agreements are effectively deployed and that all applications are deployed to the right Service tiers;
* Provide holistic reporting to the business through the Business Performance Reporting process and any ad hoc communication;
* Monthly monitoring of Service Level Agreement performance and cost, supervise all service remediation in their area so applications can meet the Service Level Agreement requirements;
* Manage application support services for ERP BW according to business defined service levels and allocated budget. Includes responsibility for small discretionary projects and transition of projects;
* Implement Global Support Processes e.g. Incident, Problem, Change and Release;
* Gather information for benchmarking activities and implement result and recommendations to drive efficiency/effectiveness and continuous improvements;
* Provide effective leadership to the team and ensure that team members are motivated and develop their skills and experience;
* Experienced in multiple vendor management;
* Managed the Service delivered by the offshore third party partners and ensure work performed is in compliance with Group Assurance guidelines. Generate operational and service level report for review as input to the operational Service Reviews;
* Manage the offshore transition plan, drive status meetings, escalation focal point for issues identified during transition.

Requirements:

* Degree in IT or equivalent;
* Minimum of 10 years experience in a large IT environment with at least 4 years experience in IT Applications Support and IT Services Management environment;
* Proven track record of delivering quality IT services against stretch targets;
* Strong leadership and change management capabilities to transform activities from the current operating model to the functional model;
* Experienced in either SAP Financial reporting/ Management reporting and Data Management would be advantageous;
* Experienced in working in a virtual, geographic dispersed, cross-cultural environments;
* Manage and develop talented team of 10 or more direct reports;
* Ability to communicate and manage relationship at all levels and builds good rapport with business leaders as well as team members;
* Able to work under broad direction but is a self-motivated individual who is able to work independently;
* Has technical responsibility and accountability for work performed and decisions taken;
* Fluency in written and spoken English is essential for this position;
* Authorisation to work in Malaysia is required for this position;
* A remuneration package based on the conditions in the country of employment will be offered for this position.

Application Deadline: Saturday 02 May 2009

Number of Vacancies: 1

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.

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