RR-Operations Manager Service Desk

Job Description:

Profile:

• Demonstrate leadership and sound business acumen showing consistency among principles values and behaviour thus building the trust and confidence of customers and business partners and following through on commitments

• Managed large Service Desk operations (minimum 50 agents).

• Hand-on hardcore experience working and running service desk for minimum 10 years

• Compliance to all policies procedures and ethical standards

• Influencing Others.

• Builds effective relationships with colleagues clients customers and business partners.

• Excellent analytical skills

• Developing Others Builds the skills and competencies of others and guides appropriate behaviours. Creates opportunities for the development and growth of others.

• Influencing Others Successfully builds support for ideas without the use of hierarchical power. Builds effective relationships with colleagues clients and customers.

• Participate propose and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas including transformation

• Influence with customers and/or internal businesses/end users regarding operational details solutions and proposals. Becoming a trusted advisor to the customer

Responsibilities & Activities:

Financial Management (Cost recovery and Tracking)

• Long-term planning to support the companys goals

• Embracing new ideas and technologies to improve services

• Evaluating and implementing new technologies and systems that improve IT infrastructure and support theorganizations business goals.

• Communications Management (SPOC for Customer and Account team)

• Create/document new procedures

• Knowledgebase Submit/Review/Approvals

• Knowledgebase Submit/Review/Approvals

• Knowledgebase Submit/Review/Approvals

• Managing technology vendors and service providers to ensure that the organizations technology needs are met.

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• SLA Management

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• Customer Satisfaction

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• Audit and Records Management

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• Standards and Policies Management

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• Problem Management

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• Escalation Management

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• Disaster Recovery Management

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• Security Management

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• Process Improvement & Integration

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• Adhere to all DXC Policies & Procedures Including Security and SOBC

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Core Competency:

• Ideally 5 years operations/client/people management experience in Call Centre or Service Delivery or Business Management

• Need managerial and planning skills experience as well as skills in analysis innovation communication and negotiation

• Proven communication skills

• Need some in-depth knowledge of corporate organization and policies

• Proven ability to be strong team player and sound leadership skills

• Power user in MS Word Excel and PowerPoint
  
  

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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