|Recruiter:||Michael Bailey Associates|
|Listed on:||6th November|
|Contact Name:||Amal Elouali|
Accountabilities * Accountable for Business Critical Landscape End 2 End (E2E) KPI's, liaising with Service Managers (SM) and suppliers for infrastructure components and Operate Landscape Managers (OLM) for application components, with regard to delivery performance of their respective portfolios. * Accountable for Service Level compliance of BC Landscapes, recovery of the service and structural improvements supporting maximum availability. This includes: Ensuring that Disaster Recovery Plans are available and tested; component landscape KPI's are being met (or Return-to-Green plans in place); and that end-to-end integration exists between application and infrastructure components (including E2E KPI's). The CLM can participate in service and performance review sessions with Service Operations Managers (SOM), Service Managers (SM) and infrastructure suppliers. * Balancing priorities and focusing on "what matters most" will ensure that CLM focus is aligned with business need. Ability to deliver though others (Shell and Suppliers) by influencing decisions and actions without line responsibility. * Be responsible for the identification of systemic issues on BC Landscapes, driving structural improvements while balancing costs with business value; supporting the Service Operations Management (SOM) in optimizing landscape Total Cost of Ownership. Agree resultant remediation plans with SM and OLM; accountability remains with the CLM whilst delivery responsibility is with the OLM/SM. * Ensure effective Major Incident (MI) management and service restoration (during Major Incidents) for Business Critical Landscapes; support SOM in managing BC Service-at-Risks. * Ensure that learnings from the MI's and the actions needed to address root cause are captured in the Root Cause Analysis report and addressed effectively. * Be the escalation point for urgent operational issues; the CLM can contact directly (or be contacted by) any of the IT service providers, either Shell or external. * The CLM is a Global Change Approval Board member for their respective business lines and liaises with OLM to assess business impact; CLM has ultimate sign-off for approval of changes impacting BC landscapes. * Ensure landscape information is accurate; act as the Configuration Item (CI) owner for BC landscapes and ensure these are recorded in the Configuration Management database. * Conduct regular Landscape Assessment reviews and actively manage risks in collaboration with the relevant OLM and SM. Qualifications and Skills * Self-starter with good analysis and problem solving skills * Prior experience in IT with applications support, support processes and IT services management * Strong relationship skills to work with multiple (senior) stakeholders across organizational and business boundaries at all levels. Ability to operate in a virtual cross cultural organization. * Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working * Strong interpersonal and communications skills, fluent in English both conversational and in writing * Ability to deal with conflict and ambiguity effectively; Able to prioritize and execute in a high pressure environment with the ability to handle concurrent tasks with appropriate priority * Proven experience in technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa
Michael Bailey International is acting as an Employment Business in relation to this vacancy.