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Shell IT Process Manager - Request, Knowledge and Service Level Management in London, United Kingdom


Job Title:

IT Process Manager - Request, Knowledge and Service Level Management

No. of Positions:


Job Description:

If you’re looking for the opportunity to grow your technical leadership skills, we have the perfect role for you. Bring us your expertise in Service or Request management combined with your appetite for continuous improvement and we’ll support you to develop your career and skills.

Where you fit?

Based in either London or Rijswijk, you’ll be integral to our team which works closely with Shell’s Request and JML Service Owners and Service Managers, Process Design Product Owners, third party suppliers, Business SOM’s and Enterprise Technology SOM.

What’s the role?

As an IT Process Manager, you will be accountable for the effective end-to-end operational execution and continuous improvement of the IT Service Management processes in scope, ensuring excellent user experience. This includes ensuring that all requests are fulfilled within agreed lead times and overseeing all structural issues and improvements.

You will also support the IT Operations in their mission to achieve reliable, agile and secure operations through embedding of enterprise standard processes. This includes embedding of process changes, tooling changes, operational optimization, and active monitoring and interventions to enhance user experience. In addition, this role will require the management of staff performance, development, motivation and successful delivery of goals with resource management.

Auto req ID:



IT Service Management & Delivery

Country of Work Location:

United Kingdom

Employment Type:

Full Time

Company Description:

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.

  • We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we’ll take it from there.

  • We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

  • We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

  • We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.


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.

Shell is an Equal Opportunity Employer.

Work Location:

London - Shell Centre


What we need from you?

We’re keen to hear from professionals who holds a degree preferably in Information technology or any related degree. Beyond that, we’d hope to see as many of the following as possible on your CV:

  • Substantial IT Management experience in overseeing request operations and process embedding, preferably in a multiple vendor environment.

  • Skilled in executing and managing operational ITIL processes specifically Request & Catalogue, Service Level, Asset & Configuration, Change and Incident management across large infrastructure and application environments

  • Expertise in ServiceNow specifically Request Management, Call Management, Knowledge Management, Service Level Management

  • ITIL certifications in either Request and Catalogue Management or Service Transition and Operations.

  • Strong communication, interpersonal, and stakeholder management skills

City, State (if applicable):