Enhanced Service Management Lead

Job Description:

ESM LEAD

The ESM Lead is a Client Facing role working across multiple key processes defined under the ITIL framework. Its goal is to provide management an oversight to across the full ITIL stack to drive operational effectiveness efficiency and governance of the ITIL processes to ensure business continuity. This role encompasses the implementation execution and continuous improvement of the Service Management(SM) Processes.

The ESM Lead is a customer facing role in support of the SMO and Account team. They will provide the customer with a single point of contact to the Enhanced Service Management Team. The ESM Lead works with the Account Leadership Team and will provide them with a single view into the Service Management deliverables.

The ESM Lead will have the appropriate level of authority to maintain the compliance and success of the ITIL processes.

The successful candidate will be managing the delivery of ITIL services across multiple vendors and resolution groups.

The candidate will work closely with the SMO team 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 organizations to resolve incident handling issues and/or problems escalated to their attention.

Responsibilities:

• Governs the all Integrated Suppliers to be compliant with the ITIL process.
• Maintains close contact and communication channels with SMO team to ensure high quality service requirements are met.
• Participate in the CSIP (Continuous Service Improvement Program) and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers
• Interface between the Service Management processes and the non-SM processes to improve delivery of services to the account.
• Provides oversight direction to dedicated service management staff on the account
• Assure delivery of ITIL functions in line with Account Service Level agreements
• Assure delivery of ITIL functions in line with agreed Metrics and KPIs
• Participates in internal Leadership SLA Reviews and GTG plans
• Participates in internal DXC Incident review
• Oversees delivery and review of daily incident report/IMPACT
• Supports ad hoc incident reviews - as required
• Oversees delivery and review of CAB report
• Supports ad hoc change reviews - as required
• Supports ad hoc Root Cause Analysis (RCA) reviews - as required
• Oversees delivery and review of RCA reporting
• Participates in Account incident audits and reviews
• 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 framework - Apply knowledge of the Information Technology Infrastructure Library (ITIL) framework and its importance in the IT industry

Qualifications / Experience & Skills Requirements

• University or college degree in Computer Science IT IS or equivalent academic or on-the-job 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 EDS 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 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.
• 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.
• Strong analytical and problem-solving 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 addition DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

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.

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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