Service Management Analyst – GCC

Shell; City Of London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A global energy company is seeking a Service Management Analyst to support IT services for their Global Connected Customer portfolio. This role involves managing incidents, supporting operational planning, and ensuring compliance with IT policies. The ideal candidate will have a foundational understanding of IT operations, experience with hybrid IT environments, and strong communication skills. You'll work in a collaborative team environment and contribute to continuous improvement initiatives.

Benefits

Flexible working hours

Paid parental leave

Competitive salary

Training and development programmes

Qualifications

• Foundational understanding of IT operations and service management.
• Experience in hybrid IT environments (cloud/on-premises) is beneficial.
• Detail-oriented with a proactive approach to learning and problem-solving.

Responsibilities

• Assist in day-to-day operations of IT services within the GCC portfolio.
• Support the IT Manager in executing the IT operating plan.
• Monitor supplier activities and performance, escalating issues as necessary.
• Provide operational support for incidents across regions.
• Support adherence to Shell’s IRM and IT Controls policies.
• Help identify recurring issues and support analysis for improvements.

Skills

IT operations understanding

Experience in hybrid IT environments

Microsoft Azure management

Power BI reporting skills

Coordination and communication skills

Collaboration in teams

Familiarity with ITIL frameworks

Proactive problem-solving

Tools

Microsoft Azure

Power BI

Job description

Overview

United Kingdom

Job Family Group: Information Technology (IT)

Worker Type: Regular

Posting Start Date: October 22, 2025

Business unit: Projects and Technology

Experience Level: Experienced Professionals

What’s the role

As the Service Management Analyst, you will support the delivery of IT services and operations for Shell Mobility’s Global Connected Customer (GCC) portfolio. The GCC portfolio caters IT solutions and services to Digital Marketing, Loyalty and payments solutions which is considered one of the key initiatives to grow customer base and revenue. The role is responsible to ensure reliable service performance across hybrid IT landscapes, including cloud and on-premises environments. Collaborates with internal teams and external partners to maintain service quality and contribute to continuous improvement initiatives.

What you’ll be doing

Roles & Responsibilities:

• Service Operations Support: Assist in day-to-day operations of IT services within the GCC portfolio, ensuring timely resolution of incidents and service requests
• Operational Planning Assistance: Support the IT Manager in executing the IT operating plan and tracking service performance metrics
• Supplier Coordination: Monitor supplier activities and performance, escalating issues and supporting contract-related documentation and evaluations
• Incident & Enhancement Support: Provide operational support for incidents across regions, and contribute to identifying service improvement opportunities
• Compliance & Risk Monitoring: Support adherence to Shell’s IRM and IT Controls policies, and assist in ensuring compliance with health, safety, legal, and regulatory standards
• Landscape Monitoring & Reporting: Help identify recurring issues and support analysis for potential improvements in system performance and cost efficiency
• Operational Readiness Participation: Contribute to readiness activities for new projects and changes, including documentation and coordination of deployment milestones
• Transformation & Innovation Support: Participate in cost transformation and innovation initiatives by providing operational insights and supporting implementation activities
• Budget Tracking & Financial Support: Assist in tracking service budgets, monitoring spends, and supporting quarterly financial reporting in collaboration with finance teams
• Business Controls Support: Help maintain business controls across service delivery processes, including contract expenditure tracking and compliance documentation

What you bring

Skills & Experience:

• Foundational understanding of IT operations and service management
• Experience in hybrid IT environments (cloud/on-premises) is beneficial
• Experience in developing and managing digital products on Microsoft Azure, with hands-on skills in Power BI reporting
• Strong coordination and communication skills
• Ability to work collaboratively in cross-functional teams
• Familiarity with ITIL or similar frameworks preferred
• Detail-oriented with a proactive approach to learning and problem-solving

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and international teams.
• Gain access to a wide range of training and development programmes.

Note: As part of your application, please submit a motivation letter along with your resume. The motivation letter should outline your reasons for applying to this position and how your skills and experiences align with the job requirements. This will help us better understand your interest in the role and your suitability for the position.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal,

click here (https://www.shell.com/who-we-are/diversity-equity-and-inclusion.html#iframe=L2RlaS8=) .

Shell in The United Kingdom

Shell UK remains one of the North Sea’s biggest producers, supplying around 10% of the UK’s total oil and gas needs. But perhaps the most recognisable face of Shell in the UK is our network of over 1,000 Shell-branded service stations.

In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net-zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.

Disclaimer: 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 Shell/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.

You can be a part of the future of energy. Together at Shell, we are transitioning to become a net-zero emissions business while providing the energy that people around the world need today. Working with experienced colleagues, you’ll have the opportunity to develop your skills, in an environment where we value honesty, integrity and respect for one another. At Shell, you progress as we tackle the energy challenge together.

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Visit our careers site https://www.shell.com/careers.html

Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging.

Find out more about DE&I at Shell https://www.shell.com/who-we-are/diversity-equity-and-inclusion.html

Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries.

Whether they work on our platforms and pipelines, or in our offices and research labs, people are key to our success. We expect them to behave according to our values: honesty, integrity, and respect for people.

Learn more about our purpose and strategy https://www.shell.com/what-we-do/our-strategy.html

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