IT SUPPLIER DELIVERY MANAGEMENT (m/w/d)

Job Description

The Service Manager is accountable for the governance, performance, and operational delivery of IT services provided by strategic Infrastructure Service Providers and Application Suppliers. Acting as the primary interface between Business IT stakeholders and external vendors, the role ensures that outsourced and cloud-based services are delivered securely, reliably, and in accordance with contractual obligations, service level agreements (SLAs), and business expectations.

The position owns supplier relationships across the assigned service portfolio and is responsible for driving service excellence, operational stability, continual improvement, and value realization from third-party service contracts.

Key Accountabilities

Service Governance & Supplier Management

• Own and manage IT Service Outsourcing (ITSO) contracts with strategic infrastructure and application service providers.
• Ensure suppliers meet contractual commitments, service level agreements, operational targets, and compliance requirements.
• Conduct regular service reviews, governance meetings, and performance assessments with suppliers.
• Monitor supplier performance against agreed Key Performance Indicators (KPIs), Critical Service Levels (CSLs), Key Measures (KMs), and operational metrics.
• Challenge supplier performance where standards are not met and drive corrective action plans to closure.
• Manage supplier escalations and contractual disputes while maintaining strong working relationships.
• Ensure suppliers comply with Shell security, risk management, regulatory, and operational standards.

Service Delivery Management

• Act as the primary escalation point for significant service issues, outages, and performance degradation impacting business operations.
• Lead service recovery activities and coordinate internal and external teams during major incidents.
• Ensure timely resolution of incidents, problems, and service requests through effective supplier management.
• Oversee end-to-end service performance across infrastructure, applications, cloud platforms, and supporting technologies.
• Validate that service delivery aligns with business priorities, operational requirements, and user expectations.
• Drive continuous improvement initiatives to enhance service quality, availability, resilience, and user satisfaction.

Cloud & Infrastructure Operations

• Govern third-party delivery of cloud-based infrastructure services and hybrid technology environments.
• Ensure vendors effectively manage operational support, capacity, availability, performance, and infrastructure changes.
• Review operational risks associated with cloud services and drive mitigation plans where required.
• Ensure service providers maintain appropriate controls for security, resilience, disaster recovery, and business continuity.
• Support technology transformation and cloud adoption initiatives through effective supplier engagement and governance.

Incident, Problem & Change Management

• Provide leadership during critical incidents and major service disruptions.
• Coordinate technical teams and suppliers to diagnose, troubleshoot, and resolve complex service issues.
• Drive root cause analysis and ensure permanent corrective actions are implemented.
• Govern supplier adherence to ITIL processes, including Incident, Problem, Change, Release, and Service Request Management.
• Assess change impacts and ensure service risks are understood and mitigated before implementation.

Stakeholder Management

• Build strong relationships with senior business leaders, product owners, architecture teams, cybersecurity, and operational stakeholders.
• Provide regular reporting on service performance, supplier effectiveness, risks, and improvement initiatives.
• Influence decision-making at senior management levels through data-driven recommendations and operational insights.
• Act as a trusted advisor to business and technology leaders regarding service delivery strategy and supplier performance.

Risk, Compliance & Security

• Ensure suppliers operate in compliance with contractual obligations, cybersecurity requirements, and corporate policies.
• Identify service delivery risks and implement mitigation strategies to minimize business impact.
• Support audits, regulatory reviews, compliance assessments, and operational risk management activities.
• Ensure critical services maintain appropriate controls for availability, confidentiality, integrity, and resilience.

Leadership & Decision Making

• Operates independently with minimal managerial supervision.
• Exercises significant judgment in resolving complex operational and supplier-related issues.
• Makes decisions that directly impact service quality, business continuity, supplier performance, and customer satisfaction.
• Provides advanced technical and operational expertise within the assigned service domain.
• Leads cross-functional teams during high-priority incidents and service recovery activities.

Qualifications

Required Experience & Skills

• Extensive experience in IT Service Management, Service Delivery Management, or Supplier/Vendor Management.
• Strong understanding of ITIL service management practices and operational governance.
• Experience managing outsourced IT services, managed service providers, and cloud service vendors.
• Demonstrated ability to manage complex supplier contracts and performance frameworks.
• Strong analytical and problem-solving capabilities with the ability to quickly diagnose and resolve critical service issues.
• Experience leading major incidents, service recovery activities, and escalation management.
• Excellent stakeholder management and communication skills, including engagement with senior business leaders (EC-2/EC-3 equivalent).
• Knowledge of cloud platforms, infrastructure services, cybersecurity controls, and enterprise technology environments.
• Strong negotiation, influencing, and relationship management skills.
• Experience in Energy and Oil Gas industry (Strong Advantage) 

Typical Performance Measures

• SLA and KPI achievement
• Service availability and reliability
• Major incident resolution effectiveness
• Supplier performance and contractual compliance
• Customer and stakeholder satisfaction
• Operational risk reduction
• Continuous improvement delivery
• Cost and value realization from supplier contracts
• Audit and compliance outcomes

Additional Information

All our positions are open to both women and men and are, of course, open to people with disabilities.