Contract: IT Operations Lead / United States of America

Job description:


The IT Operations Lead will support the IT Manager to drive the overall IT Operations agenda in company. IT Operations is key to all aspects of site continuity and delivery of digital transformation aspects and the IT Operations Lead will play a key role in this transformation. The scope of the role includes leading our Support Desk in daily activities and planning, controlling our IT inventory, defining policies and procedures, and most importantly, become the face of IT at the site. This person is also a link between the business and our different IT teams, translating business needs into technical solutions. This role will also help establish IT best practices at the site. The successful candidate must seek to understand the Refinery business, Oil and Gas practices, and feel comfortable working in a Plant type environment. Creativity and customer centric attitudes are fundamental in this role.

 

 

Stakeholder Management

• Interacts with business stakeholders, their engagements/projects, understanding needs and / or requirements.
• Protects and enforces IT Policies and procedures making sure user community is aware.
• Actively participates in business and IT team discussions, bringing in best practices to and from site.

 

Value Generation & Protection

• Maintain & support ServiceNow Incident Management
• Enhance ServiceNow with new modules and functionality
• Define procedures for IT Stock Management
• Contract and Vendor management of IT services and products
• Identification of manual process and seek automation of those processes
• Definition of Support Desk KPIs
• Define end user service model – escalations, levels of service, feedback from end users
• IT communications – prepare and communicate
• IT Policies and procedures – define, deploy and enforce.
• Interact with all IT Teams – coordinating daily activities and projects

 

Dimensions:

• Be a key member of the IT leadership team at site
• Will support the IT Manager and Site Leadership Team in delivering a reliable and safe IT environment for End Users to work in
• Will lead a big onsite and offsite Support team who give IT service to all users at site: ~1200

 

Skills & Experience Required:

• Understanding of ServiceNow, its modules and functionality
• Understanding of common business processes in a Refinery or the Oil & Gas industry
• Understanding of key ‘pain points’ in typical IT Operations environment
• Ease / Proficiency in understanding complex business process and being able to translate them into technical solutions.
• Experience defining IT policies and procedures
• Team leadership skills: able to lead, communicate and interact with onsite and offsite Support teams
• Experience having worked in similar roles or environments
• Comfortable working at Refinery or have worked in similar type plants.
• Strong communication skills (written and verbal), among IT, digital and business stakeholders  
• Comfortable in a multi-tasking type environment