EOI: Service Management Lead
EOI: Service Management Lead
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Job Description
Job Description:
DXC Technology (NYSE:DXC) where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.
People are the heart of our business. We support each other and work as a team globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries speak multiple languages and work with over 6000 customers on almost every continent. We use the power of technology to deliver technology services that move the world.
DXC is a leading global provider of products technologies solutions and services to consumers and business. The companys offerings span IT infrastructure global services imaging and printing. We invent engineer and deliver technology solutions that drive business value create social value and improve the lives of our customers.
We are looking for a Service management Lead to join the team. The SM lead is accountable for all the operational ITIL inputs and outputs of the account.
Roles:
- SMO Account ITIL operational ownership
- Service management leadership liaising with account leads and customer stakeholders closely.
- Has endtoend accountability one or more ITIL processes standards and strategic direction of the process within the account.
- Responsible in ensuring all the various process components are executed through the many different organizations.
- Works with the SMO lead team to ensure the collection and reporting of owned ITIL processes.
- Reviews the effectiveness and efficiency of all the accounts ITIL processes
Responsibilities:
- Governs and manages the customer DXC and other Integrated Suppliers to be compliant with the accounts ITIL process.
- Follows the customers contractual requirements on the accounts following the guidance of your accounts Service Management Lead.
- Maintains close contact and communication channels with SMO team to ensure high quality service requirements are met.
- Leads the CSIP (Continuous Service Improvement Program) manage and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers
- Conduct trend analysis on all the accounts ITIL processes within the supported production environments. Does this with collated results from all suppliers to come up with a single view for the customer to make informed IT decisions.
- Review and evaluate service records to ensure handling of SLAs is determination. Validate detail content to ensure all required information is accurate.
- Analyze process metrics to identify and recommend improvements improve productivity and increase client satisfaction. Provide proactive analysis reports and raise service exposures.
- Analyze the data collected to support and measure the progress in process improvement efforts and to validate best practices.
- Apply ITIL 4 framework Apply knowledge of the Information Technology Infrastructure Library (ITIL) framework and its importance in the IT industry.
- Be available for oncall rostering on accounts where required.
Qualifications / Experience & Skills
- University or college degree in Computer Science IT IS or equivalent academic or onthejob experience.
- Overall 4 or more years of IT Industry experience with at least two years of relevant industry experience.
- Demonstrated operational outsourcing and service management experience ability to provide high quality solutions in a short timeframe.
- Strong ITSM Process depth and breadth for ITIL functions.
- Strong Service Management knowledge. ITIL Foundations or ITIL Managers Certificate
- Must meet and maintain security clearance requirements of DXC and relevant client(s).
- Service Integration ITIL functional management Service Desk Team Leader or Problem Management Experience
- Continuous improvement and trend analysis proven experience and results.
- Service Management transition projects to/from IT outsourcer (desirable)
- Implementing ITIL Incident Management processes
- Previous service integration experience (desirable)
- Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills. Should be capable of explaining technical concepts in nontechnical client facing language.
- Good understanding of service levels and other performance metrics their meaning and applicability.
- Influential especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customerfacing skills.
- Team player: Ability to effectively interact with people at all levels worldwide.
- Strong negotiation skills.
- Ability to apply sensible risk management.
- Welldeveloped team skills.
- Strong analytical and problemsolving skills.
- Quick thinking and decisiveness.
- Creative and innovative skills.
- Ability to build and maintain client relationships.
- Strong process management skills.
We are an Equal Opportunity Employer
DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.
Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services such as false websites or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process nor ask a job seeker to purchase IT or other equipment on our information on employment scams is availablehere.
Employment Type
Full-Time
