This job is located in Dubai and involves a range of responsibilities focused on managing DXC processes and enhancing customer satisfaction.
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The Service Manager will define and document various DXC processes (such as Incident, Change, Problem, Capacity, Availability, etc.) and act as a process manager. A key responsibility is to link customer processes with DXC operational procedures while supporting process owners to improve the maturity of customer processes. Monitoring and reporting on Service Level metrics regularly will ensure adherence to SLAs and KPIs, while initiating service improvements in availability, performance, and cost.
The role requires establishing a governance model with customer service management, facilitating ongoing process reviews, and addressing service delivery issues to boost customer satisfaction. The Service Manager will also handle escalations and act as a trusted advisor by analyzing service performance and ensuring that DXC solutions align with customer expectations.
Operational duties encompass daily management of process execution (e.g., Incident, Change, Problem Management) and ensuring that all teams are adequately informed about the processes and documentation. Strong communication with client IT leadership and process owners is essential.
Responsibilities include seamless management of the incident lifecycle, ensuring effective communication of incident status to stakeholders, conducting post-incident reviews, and ongoing training on incident management processes.
Candidates should possess expertise in incident management and coordination, strong analytical skills, and the ability to work under pressure. Required qualifications include ITIL V4 certification and over 5 years of experience in relevant technologies.
