Head of IT Mobility Operations

Shell; Fatih; On-site; TRY 180,000 - 240,000; Full time

Job summary

Shell Turkey seeks a Mobility Market Operation Lead to oversee end-to-end IT service operations for fuel automation and forecourt systems. You will manage NFR platforms, telecom, and Head Office applications, coordinating with Global ITLT and local teams to ensure high availability and compliance.

You will drive incident response, SLA adherence, budget oversight, and continuous improvement while engaging with regulators and external vendors. Strong leadership and stakeholder skills are required.

Qualifications

• 15+ years of IT service operations experience.
• Bachelor’s degree in IT.
• ITIL Certification (Foundation mandatory).
• Significant experience in IT infrastructure design/architecture.
• Experience with Agile/Project Management.
• Ability to build collaborative partnerships with senior stakeholders.
• Proven customer focus and communication skills.
• Analytical and results-driven mindset.

Responsibilities

• End-to-end management and operational continuity of fuel automation systems across Shell mobility stations in Turkey, ensuring regulatory compliance and SLA adherence.
• Ensure smooth operation of NFR systems across Shell stations in Turkey with vendor coordination.
• Oversee end-to-end application support for Head Office systems in Shell Turkey and related services.
• Manage telecom infrastructure operations across Shell mobility sites in Turkey (fixed/wireless, redundancy, modernization).
• Collaborate with Global ITLT and Turkey ITLT for aligned delivery and governance.
• Monitor and implement Global IT directives into local Mobility operations.
• Represent Shell Turkey with PETDER, EPDK, and other authorities on regulations and implications.
• Track Mobility operations budget and drive cost optimization.
• Support Mobility projects with infrastructure input and proper handover of components/documentation.
• Lead SLA reviews with stakeholders to improve service performance and visibility.
• Ensure Major Incident management and swift service restoration.
• Drive operational excellence in Mobility site setup and portfolio optimization.

Skills

IT leadership

Business English

Analytical skills

Presentation skills

Customer focus

Continuous improvement

Stakeholder management

Agile/PM

Education

Bachelor's degree in IT

Job description

Job Purpose

The Mobility Market Operation Lead TR will support Senior IT Operations Manager EUSA who has end-to-end accountability for Business operations, innovation, business confidence, financial and resourcing activities and service operation landscapes.

Job Purpose

The Mobility Market Operation Lead TR will support Senior IT Operations Manager EUSA who has end-to-end accountability for Business operations, innovation, business confidence, financial and resourcing activities and service operation landscapes.

Accountabilities:

• Responsible for the end‑to‑end management and operational continuity of the fuel automation systems across all Shell mobility stations in Turkey, ensuring full compliance with regulatory requirements (EPDK, UTTS), vendor coordination, system availability, and uninterrupted business operations.
• Ensures the proper and uninterrupted operation of all NFR systems across Shell stations in Turkey, and guarantees that any issues are resolved within the defined SLA timelines through effective vendor coordination and proactive operational follow‑up.
• Responsible for the end‑to‑end application support of all Head Office systems in Shell Turkey—including forecourt authorization services, invoicing platforms, MI/MIS reporting systems, and web applications—ensuring that all incidents, service requests, and operational issues are resolved within the defined SLA timelines.
• Holds direct responsibility for the operation, improvement, and replacement of all telecom infrastructure across Shell mobility sites in Turkey, including fixed-line and wireless connectivity, network hardware, ISP services, redundancy/back‑up solutions, and all related modernization or remediation projects.
• As an active member of both the Global ITLT team and the Turkey ITLT team, works collaboratively and in full coordination with both groups to ensure aligned delivery and seamless operational execution.
• Responsible for monitoring, interpreting, and operationalizing all Global IT directives, standards, and process improvements—ensuring their full integration into Turkey’s Mobility operations and aligning local practices with global operating models
• Represents Shell Turkey at PETDER’s Automation Committee, provides formal feedback on draft regulations issued by EPDK, and engages directly with relevant government authorities (e.g., EPDK, Darphane) to discuss technical implications, industry alignment, and required operational adaptations.
• Responsible for tracking and managing the Mobility operations budget in Turkey, driving cost optimization through process improvements, vendor performance management, and operational efficiencies, ensuring measurable cost savings across Site Systems, Telecom, NFR, and all Mobility support domains.
• Actively participates in Mobility projects by providing infrastructure (IT/OT) support, defining and aligning SLA requirements, validating operational readiness, and ensuring a smooth and complete handover of all technical components and documentation into IT Operations.
• Conducts regular SLA review sessions with business stakeholders to ensure transparency, alignment, and continuous improvement of IT operational services, while actively increasing awareness and visibility of service performance, capabilities, and commitments across the organization.
• Ensure effective Major Incident (MI) management and swift service restoration - during Major Incidents.
• Improve operational excellence in mobility site setup.
• Portfolio optimization, monitoring
• Attend & drive Contract renewals.

Dimensions:

• Organizational unit size: 5 FTEs (staff) + 1 contractor
• Responsible for Operations budget

Skills & Requirements:

• 15+ years of relevant work experience in IT Service Operations, with proven IT leadership
• Bachelor’s Degree or Equivalent Certification in IT
• ITIL Certification (Foundation [mandatory] - Intermediate [preferred])
• Significant relevant experience in IT infrastructure design, architecture or administration.
• Experience in working on interconnected Enterprise landscapes
• Experience of Agile/Project Management
• Product Management/DevOps skills and behaviors
• Ability to build strong collaborative partnerships with seniorbusiness stakeholders, escalating where appropriate
• Proven customer focus and empathy
• Excellent oral and written presentation skills
• A continuous improvement mindset to drive operations of the future
• Good Business English, written and oral
• Good Analytical skills
• Result oriented

Special Challenges:

• The operational nature of the role will require out-of-hour work, sometimes unplanned and on call
• Needs to be able to deal with state of the art, differentiated and often unproven technologies which require some learning on the job
• Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment
• Ability to ensure one team mindset across the various teams to drive effective delivery