主要职责：
1. 服务管理和优化：管理L1级服务台事件；定义和优化服务目录；收集分析常见问题并向L2/L3级别反馈；监控并优化服务台票务处理流程；增强与供应商之间的合作关系。
2. 会议与沟通：组织日常服务台会议；参与项目会议；负责与加油站群组的前线沟通；处理合资企业升级事件。
3. 技术支持与部署：支持夜间变更活动；管理所有网站上的部署和升级；为新开业站点提供支持。
4. 报告与数据分析：编制运营报告；持续跟踪服务台的KPI/SLA；分析每日票据以识别潜在问题。
5. 工具与流程管理：管理ITSM票务系统流程；监督L1级别的文档和知识管理工作。
6. 效率提升：制定策略降低票据数量；进行日票分析和总结，向上向下反馈以确保问题得到解决。
岗位要求：
1. 至少3年IT服务管理经验，优先考虑有L1服务台管理背景者。
2. 熟悉ITIL框架和实践；持有相关认证（如ITIL基础）者优先。
3. 精通使用ITSM工具。
4. 出色的组织协调能力和项目管理技能。
5. 强大的沟通能力及团队合作精神。
6. 能够迅速适应变化并在挑战面前保持积极态度。
7. 具备较强的数据分析能力，能够从数据中发现问题并提出改进建议。
8. 英语良好，能流利阅读和撰写技术文档。
9. 深入了解站点系统（例如CVPOS/RPOS/BOS/HOS）、事件管理、CR/变更手册流程等。
10. 证明有能力诊断和解决复杂问题，具备强大的根本原因分析技巧和管理关键事件的经验。
11. 有管理供应商关系、服务水平协议及供应商绩效的经验。
12. 了解补丁管理及合规标准。
13. 拥有学习心态，主动发展技术和商业专业技能。
14. 积极主动地推动期望成果的实现。
15. 证实了良好的协作与团队工作能力。
16. 对探索新技术和实施创新解决方案以提高系统性能和可靠性表现出强烈兴趣。
What’s the role?
Mobility is the shopfront and face of Shell. With 47,000 service stations in around 80 countries, we're the world's largest mobility retailer and one of the biggest single-branded retailers of any kind on the planet.
Mobility IDT enables business growth by increasing total customer value across fuel, convenience retailing, ancillary services, B2B key accounts, and EV charging. E-mobility, particularly On-The-Go (OTG) charging, is a crucial part of our strategy. We're leveraging our existing operations to rapidly expand our e-mobility footprint. Business Mobility, a core component, focuses on providing energy choices that help our customers and partners decarbonize and succeed—from Fleet Solutions and Commercial Road Transport to Licensed Markets. Our growth strategy keeps customer value at its heart.
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In China, the 4in1 system and site system are the core digital systems that support Mobility China fuel stations. These systems serve as the backbone for marketing, sales, operations, and customer engagement at fuel stations, enabling 40M+ customer reach, seamless transactions (worth RMB 60+ billion annually), and efficient operations for over 15,000 frontline staff. The systems also enable a wide range of features, including loyalty, payments, key account management, pre-payment card, promotions, after market services, big data analysis and retail inventory management for both fuel and NFR.
L1 Service Desk Ops Lead will be responsible for ensuring the smooth operation, performance optimization, and continuous improvement of our service desk management. The main responsibilities of an L1 Service Desk Lead include team management (Training, evaluation, and support of team members), service delivery (managing incidents, changes, and problems to ensure KPI and SLA compliance), process optimization (continuously improving service desk processes and ITSM tool usage), communication and collaboration (maintaining good communication with internal and external teams and coordinating resources), reporting and analysis (preparing regular reports, analyzing data, and proposing improvements), emergency response (handling emergencies to ensure service continuity), deployment and upgrades (managing deployments and upgrades across all sites, including automated batch deployments and manual deployments), and issue escalation and management (escalating issues to Level 2 support, closely collaborating with Level 2, maintaining the problem management list, driving thorough resolution of issues, and reducing incident and ticket volumes). The primary goals are to improve service quality and customer satisfaction, optimize processes and increase efficiency, ensure KPI and SLA compliance, enhance team capabilities and morale, strengthen cross-departmental collaboration, and control costs and optimize resources.
Key Responsibilities:
Service Management and Optimization
61 Incident Management: Manage L1 service desk incidents.
61 Service Catalog Optimization: Define and optimize the service catalog to better meet customer needs.
61 Problem Management & Feedback: Collect and analyze common issues from the service desk and provide timely feedback to L2 and L3 levels for resolution.
61 Process Improvement: Monitor and optimize the service desk ticket handling process to improve response times and service quality.
61 Vendor Collaboration: Optimize collaboration processes between the service desk and various vendors to build strong relationships.
61 Customer Satisfaction: Conduct customer satisfaction surveys and continuously improve service experiences.
Meetings and Communication
61 Daily Meetings Organization: Organize and lead daily service desk meetings to promote communication and collaboration within the team.
61 Project Meetings: Host or participate in daily service desk meetings.
61 Frontline Communication: Manage communication with gas stations in the gas station group.
61 JV Escalation Events: Handle JV escalation events by organizing meetings or personally performing the necessary tasks to resolve issues.
Technical Support and Deployment
61 Night Change Support: Support night change activities to ensure all changes are successfully implemented.
61 Deployment Management: Manage deployment and upgrades across all websites, including automated batch deployments and manual deployments.
61 New Site Support: Provide support for new site openings, including creation, maintenance, and process optimization.
Reporting and Data Analysis
61 Operations Reporting: Compile operations reports, including daily, weekly, monthly, and quarterly reports.
61 KPI/SLA Tracking: Continuously track KPIs and SLAs for the service desk to ensure service quality.
61 Ticket Analysis: Analyze daily tickets to identify potential issues and report them to higher management while tracking solutions.
Tools and Process Management
61 ITSM Process Management: Manage and optimize ITSM ticket system processes to improve efficiency.
61 Documentation Management: Oversee documentation and knowledge management at the L1 level to ensure accuracy and completeness.
Efficiency Enhancement
61 Reduce Ticket Volume: Develop strategies to reduce the number of tickets and incident reports.
61 Ticket Efficiency: Perform daily ticket analysis and summaries, identify issues, and provide feedback both upwards and downwards to ensure resolution.
Qualifications:
61 Work Experience: At least 3 years of experience in IT service management, with a background in L1 service desk management preferred.
61 Professional Certification: Familiarity with ITIL frameworks and best practices; candidates with IT service management certifications (e.g., ITIL Foundation) will be given priority.
61 Tool Skills: Proficient in using ITSM tools.
61 Organizational Coordination: Excellent organizational and project management skills.
61 Communication Skills: Strong communication skills and a collaborative team spirit.
61 Adaptability: Ability to quickly adapt to changes and maintain a positive attitude in the face of challenges.
61 Data Analysis: Strong data analysis skills to identify issues from data and propose improvements.
61 Language Skills: Good English proficiency, able to read and write technical documents fluently.
61 Strong knowledge of site systems (e.g. CVPOS/RPOS/BOS/HOS), incident management, CR/change runbook processes, and problem-solving methodologies.
61 Proven ability to diagnose and solve complex issues, with strong root cause analysis skills and experience managing critical incidents.
61 Excellent communication skills with experience managing vendor relationships and cross-department collaboration.
61 Experience in managing supplier relationships, service level agreements, and vendor performance.
61 Familiarity with patch management, and compliance standards.
61 Learner Mindset with the initiative to develop both technical and Business Professional Skills
61 Proactive, take-action approach to driving desired outcomes.
61 Proven collaboration and teamwork abilities
61 Strong interest in exploring new technologies and implementing innovative solutions to improve system performance and reliability.