"The Capacity and Availability Mgmt Advisor is a key member of the Operational Integration and Support Detect to Correct team. The purpose of this position is to oversee the day to day operational execution of a number of enterprise processes ensuring secure and reliable operations is maintained. This includes the proactive monitoring of process performance against key performance indicators and ensuring appropriate corrective action is taken as needed. Detect to Correct processes include Service Level, Availability, Change, Release and Capacity. Accountabilitiesâ€¢ Oversee day-to-day running of the Detect to Correct processes, liaising with operations groups across Infrastructure and Applications ensuring delivery meets stakeholder requirements. This includes the timely management of:â€¢ Change approvals and escalations for infrastructure and application changes via a Global Change Advisory Board and Emergency Change Advisory Board for emergency changesâ€¢ Predetermining and publishing the dates for the ITSO Quarterly Maintenance and Data Center Maintenance Windows developed to streamline and simplify the scheduling for major infrastructure changes.â€¢ Reviews and coordinate changes utilizing the maintenance windows to ensure all changes can co-exist to minimize risk and impact to Shell.â€¢ Annual year end freeze and both planned and unplanned Change Control Periods to protect service availability of requested IT assets and services during their business critical period.â€¢ Service delivery performance against service level targets (scorecards and dashboards) and the coordination of back to green plans with stakeholdersâ€¢ Pre-requisite checks to ensure the capability to deliver against service levels exists prior to providing approval of service level changesâ€¢ Compiling capacity utilization data from multiple sources, analyzing the data for hot and cold spots and publishing capacity dashboards.â€¢ Reviewing capacity status with stakeholders and agreeing the most effective and efficient business outcomeâ€¢ Developing / optimizing capacity dashboards as new data sources are availableâ€¢ Ensure key performance indicators and other measureable data are analyzed for trends/patterns and that proposed corrective actions or potential changes to process and tool elements are undertaken to help improve key performance indicators attainment.â€¢ Assist in the annual Information risk management control sign-off process, by monitoring both the detective and preventative controls, verifying stakeholders are complying with these, and suggesting improvements as may be necessary to ensure compliance.â€¢ Use process optimization techniques (including LEAN) to recommend work procedure changes and efficiencies as necessary to deliver optimal process efficiency to stakeholders.â€¢ Ensure all work instructions are ever-greenedâ€¢ Provide operational process advice and guidanceDimensions and Special Challengesâ€¢ A very visible, enterprise wide role that requires working in close collaboration with people from all parts of the Shell businesses and suppliers, in a virtual environment across multiple time-frames and cultures. â€¢ Managing a team of 12â€¢ Driving effective process integration and embedding across multiple organizations and suppliers that are likely to have commercial constraints.â€¢ Managing conflicting priorities and achieving a win-win solution wherever possibleâ€¢ Gaining and maintaining the trust of virtual stakeholdersâ€¢ Managing time and work-life balance Requirements Qualifications and SkillsMandatoryâ€¢ 10+ years of experience working in ITâ€¢ Graduate with relevant experience in Computer Scienceâ€¢ ITIL certifications at both the foundation and immediate level, preferably in:â€¢ Planning, Protection and Optimisationâ€¢ Service Offerings and Agreementâ€¢ Experience in executing and managing operational ITIL processes across large infrastructure and application environmentsâ€¢ Strong interpersonal and communication skills and the ability to build credible, sustainable relationships with staff, business leaders and suppliersâ€¢ Ability to influence others without formal authority to deliver desired resultsâ€¢ Ability to work independently across different organizational boundaries in a globally and virtual environmentâ€¢ A readiness to take technical responsibility and accountability for work performed and decisions taken is keyâ€¢ Fluent in the English language both verbal and writtenPreferredâ€¢ Experience in applying continuous service improvement using LEAN / Kaizen techniquesâ€¢ Actual understanding of the IT business environment and driving business outcomesâ€¢ Knowledge of IT4IT Open Group standard"