Esm Continual Service Improvement Manager

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

**The Role**:
They will possess comprehensive knowledge of the delivery organization and will be able to navigate quickly through the various Providers, support organizations and ITIL practitioners, to ensure the delivery of best practice ITIL outcomes, for all CSI initiatives.

**The primary objectives of the ESM CSI Process are as follows**:

- Cultivate a continual service improvement culture through governance and communication.
- Use a systematic approach to identify service and process improvement opportunities based on audits and analysis of ITIL process performance data (eg: Incidents, Service Requests, Problems, etc).
- Operate and maintain a CSI Register to document, analyze, and plan for service improvements.
- Participate in Service Review, Process Review, and ESM meetings with Customer and Service Providers and produce reports of suggested improvement initiatives.
- Translate improvement plans into specific requirements for Service Providers.
- Analyze results of improvement initiatives and propose appropriate adjustments to Service Improvement outcomes, scope and CSI criteria.
- Support long-term planning to proactively identify strategies for future IT service delivery that may provide Customer with competitive advantages, cost savings, performance improvement, and/or improved effectiveness.

**The key responsibilities of the CSI Manager are**:

- Accountability for the ESM CSI process and the related process-specific standards and policies
- Ensuring compliance with ESM process specific standards and policies across integrated Service Providers
- Improvement identification and implementation within the ESM CSI

Meeting requirements:

- Attend the monthly respective Integrated Process Review Meeting
- Chair the weekly CSI Review meeting, with the Service Providers Service Delivery Leads to review progress of:

- in-flight CSI initiatives
- CSI requests awaiting approval to proceed
- Chair the monthly CSI Approval meeting with the Customer (ICT Operational Management)
- To approve new CSI initiatives to proceed
- To endorse CSI delivery/closure requests
- Process Lead for ESM CSI Mgmt.

**Responsibilities**
- Review CSI performance results with Customer, Service Providers and appropriate stakeholders
- Frame, initiate and review CSI Improvement initiatives, into an action plan for delivery
- Manage in-flight CSI initiatives scope and actions against the defined action plan
- Quality assure Service Providers proposed Improvement Initiatives
- Prepare Improvement Initiatives, across multiple SP’s where necessary
- Review and Revise Improvement goals in line with the Customer business priorities
- Manage the CSI Register
- Address issues with CSI activities and overall delivery
- Review completed initiative performance and value derived (benefits realization/reconciliation)
- End-to-end accountability for ESM CSI processes, standards and strategic direction of the process within the account.
- Responsible for ensuring all the various process components are executed appropriately by all the different support groups involved.
- Work with the ESM Lead to ensure the collection and reporting of owned CSI initiatives and processes.
- Review the effectiveness and efficiency of the ESM CSI processes and amend/improve where appropriate.

**Qualifications / Experience & Skills Requirements**
- University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
- Overall, 3 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.
- Must meet and maintain security clearance requirements of DXC and relevant client(s).
- CSI Management, Service Integration/Management, ITIL functional management, Service Desk Team Lead or Problem Management experience preferred
- Continuous improvement and trend analysis proven experience and results.
- 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, and at the Senior Management level.
- Team player: Ability to effectively interact with people at all levels worldwide.
- Strong negotiation skills.
- Well-developed team skills.
- Quick thinking and decisiveness.
- Creative and innovative skills.