As a Service Level Manager at DXC Technology, you will be responsible for defining, negotiating, and documenting SLAs, OLAs, and underpinning contracts with both internal and external service providers. You will monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of breaches. Additionally, you will conduct regular service reviews with internal teams and external vendors to ensure accountability and continuous service improvement.
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Responsibilities
- Analyze service delivery trends and performance data to identify improvement opportunities.
- Lead initiatives to improve service reliability, responsiveness, and user satisfaction.
- Maintain a catalog of active services and regularly review the service portfolio for accuracy and relevance.
- Facilitate service reporting, dashboard creation, and communication to stakeholders and senior management.
- Continuously monitor and troubleshoot infrastructure services, ensuring optimal performance.
Requirements
- Bachelor’s degree in a relevant field or equivalent combination of education and experience.
- Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in a Service Level Manager role.
- Strong understanding of ITIL practices; ITIL v4 Foundation certification required.
- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Helix, Cherwell).
- Excellent analytical, negotiation, and stakeholder management skills.
- Proven ability to manage service performance in complex environments involving multiple vendors and cross-functional teams.
Nice-to-Have Skills
- ITIL Intermediate or Expert-level certifications (e.g., Service Level Management, Continual Service Improvement).
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. We’re committed to fostering an inclusive environment where everyone can thrive.
