The Service Delivery Manager - Associate Manager at DXC Technology is responsible for the overall financial, operational, and account satisfaction for specific delivery locations. Key responsibilities include:
- Acting as the single point of contact for the Account Service Team (ADM, Global ADM, Client manager, Service delivery Executive), ensuring a total customer experience (TCE).
- Ensuring cooperation across service lines and coordinating activities between teams.
- Integrating operational departments and streamlining processes to enhance service delivery.
- Communicating with operation teams to meet customer expectations and execute on agreed improvement plans.
- Ensuring services are delivered according to service level objectives (SLO) and using ITSM/ITIL methodologies.
- Supporting change management activities and being accountable for large change projects.
- Identifying technical resources necessary for project and change management activities.
- Performing resource capacity planning and assessing processes to improve workload distribution.
- Participating in operations meetings and account steering committee meetings.
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Basic Qualifications:
- Bachelor's degree in a relevant field or equivalent combination of education and experience.
- Typically, 6+ years of relevant work experience in the industry, with a minimum of 2+ years in a similar role.
- A minimum of 3 years’ experience in the Outsourcing Services Business.
- Technical knowledge/background in systems administration, with familiarity in Infrastructure Operations/Service Desk areas.
- Excellent English communication skills (both oral and written).
- Strong customer service orientation and negotiation skills.
Other Qualifications:
- An advanced degree in a relevant field is a plus.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals, Certified Cloud Practitioner) are a plus.
At DXC Technology, we prioritize in-person collaboration while offering flexibility to support wellbeing, productivity, and individual work styles. We are committed to fostering an inclusive environment where everyone can thrive.
Language Requirements:
Fluency in English is required (both oral and written).
Location:
Riyadh, Riyadh, Saudi Arabia
Work Conditions:
Full-time
