Service Manager

The Service Manager is responsible for defining and documenting DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and serves as a process manager for these. They link customer processes with DXC operational procedures and support the customer process owners in improving the maturity level of the customer processes. Responsibilities include:

• Reporting and following up on Service Level metrics weekly and monthly.
• Working closely with delivery to ensure SLAs and KPIs are met through all service components.
• Initiating service improvements regarding availability, performance, service demand, and cost.
• Ensuring all service deliverables are implemented and measured through service level metrics.
• Identifying and recommending reporting improvements, delivery projects, and contract changes when required.

Customer Management:

• Establishing and running a governance model with the relevant customer service management owner(s) and process owners.
• Running regular process and procedure reviews with client’s service management owner(s) and client’s process owners.
• Monitoring service level performance and addressing customer satisfaction gaps and issues in service delivery.
• Managing customer escalations and ensuring customer satisfaction goals are met, acting as Escalation Manager according to the Escalation Management process.
• Proactively advising the customer through service performance analysis and becoming a trusted advisor.

Delivery Management:

• Managing process execution (including Incident, Change, Problem Management, and Capacity Management) daily.
• Ensuring delivery teams are aware of all processes, procedures, and available documentation.
• Participating in internal delivery reviews and meetings, driving delivery toward excellence and proactivity.

Communication:

• Interfacing with client IT Leadership and VIP community members.
• Communicating service status and issues to Client IT Leadership.

Incident Management:

• Managing the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
• Coordinating with IT teams and service desk to ensure timely incident resolution and minimize downtime.
• Escalating incidents as necessary according to established processes.
• Communicating incident status, impact, and resolution progress to stakeholders, including users and management.
• Conducting post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
• Maintaining and updating incident management process documentation and ensuring compliance with ITIL or other relevant frameworks.
• Developing and delivering training on incident management processes and tools to IT staff.
• Collaborating with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.

Requirements:

• Expertise in incident management and coordination.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage high-stress situations.
• Strong organizational and multitasking skills.

Qualifications:

• ITIL V4 certification.
• 5+ years of experience working with the relevant technologies.

Work Conditions: DXC Technology prioritizes in-person collaboration while offering flexibility to support well-being, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.