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IT&S Customer Services Manager

British Petroleum (BP)
Cairo, Egypt
Posted 5 years ago
296People have clicked1 open position
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Job Description

Role synopsis

IT&S Enterprise designs, builds and operates BP’s core IT&S services. It is responsible for the day-to-day operation of the technology people rely on every day to do their job; these services include; computers, telephones, email, wireless, conferencing; helpdesk support for end-users of services; and the design, build and operation of BP’s IT&S infrastructure and systems, such as data centers and networks.

Within IT&S Enterprise, the Digital Workplace Site Services Team has a global responsibility for delivery of consistent integrated IT services at a site level, for the provision of service desk and field service support, the provision of a self- help and tooling capability, all of which are in service of enhancing the customer experience. The Digital Workplace Customer Service accountabilities are to manage the delivery of the specific IT infrastructure services to align with global business needs, to ensure integration of the services and projects from a customer perspective and represent the wider I&IS and IT&S teams to the business customer.

The Customer Service Manager (CSM) will be accountable for ensuring I&IS services are delivered to meet the requirements of the segment business and IT&S teams within AGT, MENA and Russia. This will require the CSM to work in close partnership with other IT&S teams across Enterprise and the segment teams

Key accountabilities

  • Deliver an integrated set of Enterprise IT&S infrastructure services to the segment teams within the AGT, MENA and Russia region, operating within the delegation given by the Service Portfolio Director, Site Services.
  • Manage the operational budget across the region; ensuring the operation is delivered within delegated financial authority
  • Lead a Customer Services team who are accountable for the delivery of IT&S Enterprise infrastructure services within the region
  • Act as the Enterprise single point of contact and service integrator for daily operations and planned IT&S activities across the region. Working with and as part of a network of IT&S service line representatives to ensure that day to day service delivery is coordinated across the agreed geography
  • Locally align all IT&S planned activity (Projects & Changes) impacting site operations
    • Integrate IT&S project planning with site project planning to ensure alignment between Enterprise and the local IT&S segment teams.
    • Clearly articulate the schedule of project activity highlighting site impact and facilitating local deployment.
    • Act as a conduit back to the IT&S Service Domains sharing site business projects that require IT&S resources and or support.
  • Ensure effective client engagement with segment IT&S Directors and their teams on behalf of Digital Workplace and the broader Enterprise IT&S team
  • Work directly with the local IT&S Managers to ensure IT&S and business strategies are aligned and that IT&S Enterprise infrastructure service options are understood.
  • Provide regular updates on the ‘Voice of the Customer’ into Customer Experience feedback channels.
  • Ensure that specific regional and site issues are understood, and action plans are implemented to address
  • Act as the local conduit for delivery of information or initiatives aimed at enhancing Customer Experience.
  • Ensure that Regional IT Services operate in compliance with IT&S standards and all regulatory requirements relating to; Security, HR, Ethics, data protection and including HSSE.
  • Regularly report Enterprise performance through the use of Key Performance Indicators and Service Level Agreements.
  • Manage the transition of relevant IT&S projects into cost effective operation for the business in the geography, ensuring that projects will not negatively impact site or region customer experience
  • Ensure that all site-specific infrastructure projects across the geography are aligned and comply with Data Protection, Security and I&IS standards, act as a Gatekeeper and SPA.
  • Manage the development of the I&IS service delivery team in the geography, via talent reviews and ensure succession plans are in place across the region
  • Ensure that all I&IS activities in the geography comply with BP business policies, Legal entities, Local Tax Legislation etc.
  • Provide input to and linkage with IT&S Service delivery teams, ensure that these strategies, standards, p

Job Requirements

Essential Education

Degree level or commensurate Business Experience.

Essential experience and job requirements

  • The candidate requires a proven track record in the area of IT operation / regional management, with an appropriate level of commercial skills
  • Strong operational skills, bias for action, and a good understanding of all IT technologies
  • Strong management of performance and drive for continuous improvement
  • Experience in working with and within large, multi-location teams, with excellent people skills including adaptive management, active listening and network building.
  • Ability to facilitate effective teamwork and build collaborative relationships
  • Good written and verbal communication skills
  • Ability to engage senior business representatives in an effective manner, including understanding the business aspect of service delivery issues
  • Ability to network effectively across IT&S
  • Ability to deliver results without direct executive authority

Other Requirements (e.g. Travel, Location)

There are no additional requirements. Please respond with N/A below.

Desirable criteria & qualifications

  • Previous proven track record in Infrastructure support, highly experienced
  • Experience of working in or with region and cultural awareness across region
  • Awareness of Agile Dev/Ops delivery
  • ITIL Practitioner qualification
  • Project Management experience with delivery of projects into operations

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