I&IS Service Delivery Manager

Job ID: 600991
Category: Operations
Salary: Negotiable
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Role synopsis
IT&S infrastructure & Integration Services (I&IS) delivers cost-effective world-class infrastructure services that BP businesses rely upon in support of their own performance. Our specific accountabilities include the delivery of services to defined target levels measured primarily in terms of availability, capacity, recoverability and cost to the corporation. These services must also be delivered safely and secured against growing external security threats. I&IS Network Services manages global suppliers to deliver and operate critical infrastructure, connectivity and security operations to more than 650 BP locations worldwide.

The I&IS Service Delivery Manager (SDM) family of roles are accountable for managing the effective operational delivery for one or more critical services lines. The SDM works as an Operations expert and partners with SDO or BP teams to ensure the integrity of their services. This includes ensuring critical environments are maintained, providing scoping and supervision to Continuous Service Improvement initiatives, assisting in the prioritization of investment spend, managing Risk to the Service and assisting in the management of supplier performance.

The Networks Service Delivery Manager for Middle East and North Africa (MENA) has specific accountability for the delivery of Data and Voice services throughout MENA, in-line with global standards and in support of IT&S strategy whilst taking account of specific local circumstances, values and requirements. These services are delivered through effective management of third party Vendors, SDOs and collaboration with BP staff within region. This will include the creation and maintenance of service portfolios and service delivery plans and ensuring their delivery to agreed costs and quality standards.

The role requires an individual with leadership capabilities, multi-tasking skills and the ability to effectively prioritise a varied workload. An excellent understanding of Data and Voice telecoms services, technologies and operational delivery will be key. Also required is a high level of customer and stakeholder engagement and the ability to communicate effectively at all levels within the organisation.
Key accountabilities
Support creation of and document and target Future Mode of Operation (FMO) for the region
Build the plan to transition to the FMO, socialise with key stakeholders and build consensus to proceed
Govern transition to agreed FMO managing hand offs between 3rd parties and local teams and capturing OLAs between parties where required
Understand local joint venture rules and associated cost recovery structures. Comply with these requirements and support in delivering best value for BP shareholders during contract negotiation and service design
Build and execute upon regional contract calendar, liaising with IP, PSCM and local customer services staff as required
Lead procurement activities as dictated by contract calendar and over time use these activities to align region more closely with global standards
Ensure risk profile of region is captured in line with standard reporting, including working with local carriers and strategic vendors to understand SPOF and any service limitations Work to optimise through renegotiation of contracts, SIP and service transition
Carry out continuous improvement and optimisation of services and costs throughout region
Ensure SDOs and local vendors resolve incidents within SLA and minimise disruption to BP business activities. Intervene in specific incidents if required and hold vendors to account for performance
Understand regional budget, supporting contracts and invoice / payment process. Support service owner in delivering budget and building forecasts
Support network and telecoms project delivery within region, including development / support of business case and delivery activity of vendors / SDOs
Build, maintain and reflect in asset management tools circuits and inventory across the region, including those outside the management of a strategic SDO
Ensure that services delivered by SDOs or other third party vendors or local staff form a cohesive service offering which is understood by the local business and balances their requirements against cost and overall IT&S strategic direction
If required as part of FMO line manage and co-ordinate activities of BP Network Services staff in region
Essential Education
University degree in science, technology, engineering or maths or equivalent industry experience.
Essential experience and job requirements
Experience managing technical service delivery via Global SDO’s for a large multinational organization
Experience working in a globally distributed, multicultural team
Good working knowledge of the technologies, processes and standards required for the delivery of data network & voice services
Track record in coaching and influencing SDO Delivery teams and driving Continuous Service Improvement plans
Experience in managing change programmes affecting major infrastructure components
Strong people skills including adaptive management, active listening and network building
The role requires strong supplier management skills, combined with a willingness to challenge the status quo and deliver change
Other Requirements (e.g. Travel, Location)
Fluency in basic business financial management terms and processes (CAPEX/OPEX/REVEX, operational budgeting, investment planning, receipting, invoicing, etc.)
Experience in risk management and structured risk management frameworks
Ability to understand operational requirements and their relationship to service design, limitations and constraints
Ability to translate business requirements into SLA based technical services s
Fluency at a managerial level of current IP-based networking technologies.
Understanding of network security principles and best-practices
Strong network troubleshooting techniques, approaches and best-practices with direct experience in technical incident management
Strong written and verbal communication skills in English
Desirable criteria & qualifications
Knowledge of ITIL V3 Foundations or greater
Knowledge of Identity Management (ISIM, ISAM)
Knowledge of management devices, techniques and deployment models
Knowledge of RCA, 6 Sigma practices & Continuous Service Improvement Processes
Knowledge of Applications architectures, relationship and operation interactions between compute, network and storage elements
Presentation skills and experience
Pervious or current network certifications and direct network engineering experience
Operational experience in a related infrastructure role (hosting, virtualization, telephony, unified communication, storage)
Relocation available
Travel required
Negligible travel
Is this a part time position?
About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

BP is one of the three largest energy companies in the world, operating in over 100 countries across 6 continents. Information Technology & Services (IT&S), provides a full range of IT services to BP's global business segments.

IT&S plays a critical role in the delivery of defined world-class operational services that BP businesses can rely upon in support of their own performance. Our specific accountabilities include the delivery of services to specified target levels, including availability, recoverability and cost to the corporation. These services must also be delivered safely and secured against the growing risk of viruses and other security threats.

We aim to benchmark our performance favorably against a defined peer group of the world's best and intend to deliver our services with professionalism to rival any major business corporation in the world - this is what we mean by being 'World Class'. To achieve this exciting level of performance will require a commensurate level of enthusiasm, commitment and expertise in our people.
Corporate & Functions
Closing Date
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