Head of IT Mobility Operations
Shell · Istanbul
, Türkiye
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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.
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 senior business 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
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DISCLAIMER: