ESM Continual Service Improvement Manager

Job Description:

The Role:
The successful candidate will manage the delivery of ESM (Enhanced Service Management) Continual Service Improvement (CSI) services across multiple vendors and resolution groups on a daily basis.
The candidate will work closely with the ITIL based ESM team the ESM Lead Service Delivery Managers Assigned Service Providers (internal and external) and Client representatives.
They will possess comprehensive knowledge of the delivery organization and will be able to navigate quickly through the various Providers support organizations and ITIL practitioners to ensure the delivery of best practice ITIL outcomes for all CSI initiatives.

The primary objectives of the ESM CSI Process are as follows:
Cultivate a continual service improvement culture through governance and communication.
Use a systematic approach to identify service and process improvement opportunities based on audits and analysis of ITIL process performance data (eg: Incidents Service Requests Problems etc).
Operate and maintain a CSI Register to document analyze and plan for service improvements.
Participate in Service Review Process Review and ESM meetings with Customer and Service Providers and produce reports of suggested improvement initiatives.
Translate improvement plans into specific requirements for Service Providers.
Analyze results of improvement initiatives and propose appropriate adjustments to Service Improvement outcomes scope and CSI criteria.
Support long-term planning to proactively identify strategies for future IT service delivery that may provide Customer with competitive advantages cost savings performance improvement and/or improved effectiveness.

The key responsibilities of the CSI Manager are:
Accountability for the ESM CSI process and the related process-specific standards and policies
Ensuring compliance with ESM process specific standards and policies across integrated Service Providers
Improvement identification and implementation within the ESM CSI
Meeting requirements:
Attend the monthly respective Integrated Process Review Meeting
Chair the weekly CSI Review meeting with the Service Providers Service Delivery Leads to review progress of:
o in-flight CSI initiatives
o CSI requests awaiting approval to proceed
Chair the monthly CSI Approval meeting with the Customer (ICT Operational Management)
o To approve new CSI initiatives to proceed
o To endorse CSI delivery/closure requests
Process Lead for ESM CSI Mgmt.

Responsibilities
Review CSI performance results with Customer Service Providers and appropriate stakeholders
Frame initiate and review CSI Improvement initiatives into an action plan for delivery
Manage in-flight CSI initiatives scope and actions against the defined action plan
Quality assure Service Providers proposed Improvement Initiatives
Prepare Improvement Initiatives across multiple SPs where necessary
Review and Revise Improvement goals in line with the Customer business priorities
Manage the CSI Register
Address issues with CSI activities and overall delivery
Review completed initiative performance and value derived (benefits realization/reconciliation)
End-to-end accountability for ESM CSI processes standards and strategic direction of the process within the account.
Responsible for ensuring all the various process components are executed appropriately by all the different support groups involved.
Work with the ESM Lead to ensure the collection and reporting of owned CSI initiatives and processes.
Review the effectiveness and efficiency of the ESM CSI processes and amend/improve where appropriate.

Qualifications / Experience & Skills Requirements

University or college degree in Computer Science IT IS or equivalent academic or on-the-job experience.
Overall 3 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.
Must meet and maintain security clearance requirements of DXC and relevant client(s).
CSI Management Service Integration/Management ITIL functional management Service Desk Team Lead or Problem Management experience preferred
Continuous improvement and trend analysis proven experience and results.
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 non-technical 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 customer-facing skills and at the Senior Management level.
Team player: Ability to effectively interact with people at all levels worldwide.
Strong negotiation skills.
Ability to apply sensible risk management.
Well-developed team skills.
Quick thinking and decisiveness.
Creative and innovative skills.
Ability to build and maintain client relationships.
Strong process management skills.

Personal Attributes
Works well in an environment where they can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which they are assigned.
Self-directed and autonomous; without needing management direction if they know what action is required.
Take end-to-end ownership of an outcome and collaborate with everyone who needs to be involved in creating that outcome.
Methodical and demonstrates an exceptional attention to detail in their approach to solving problems and delivering work products.
Will always do the right thing not necessarily the easy thing. They take accountability for outcomes and are pragmatic in their actions and outputs.
Tackles problems with independent and critical thought and never stops caring about the work products they manage.
Growth mindset
Customer focused
Strong problem-solving skills
Able to live and breathe the DXC Values

If you are a self-starter with a strong customer focus and with a results-oriented approach complimented by your strong verbal and written communication skills we would like to hear from you.

Trust Transform & Thrive with a company whose mission is to lead our clients on their digital transformation journey. DXC Technology is recognized globally as a force multiplier enabling clients to seize the opportunities presented by todays rapidly changing technologies.

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