Eoi: Service Management Lead

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

DXC is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, global services, imaging and printing. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.

We are looking for a **Service management Lead** to join the team. The SM lead is accountable for all the operational ITIL inputs and outputs of the account.

Roles:

- SMO Account ITIL operational ownership
- Service management leadership, liaising with account leads and customer stakeholders closely.
- Has end-to-end accountability one or more ITIL processes, standards, and strategic direction of the process within the account.
- Responsible in ensuring all the various process components are executed through the many different organizations.
- Works with the SMO lead team to ensure the collection and reporting of owned ITIL processes.
- Reviews the effectiveness and efficiency of all the accounts ITIL processes

**Responsibilities**:

- Governs and manages the customer, DXC and other Integrated Suppliers to be compliant with the accounts ITIL process.
- Follows the customers contractual requirements on the accounts, following the guidance of your accounts Service Management Lead.
- Maintains close contact and communication channels with SMO team to ensure high quality service requirements are met.
- Leads the CSIP (Continuous Service Improvement Program), manage and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers
- Conduct trend analysis on all the accounts ITIL processes within the supported production environments. Does this with collated results from all suppliers to come up with a single view for the customer to make informed IT decisions.
- Review and evaluate service records to ensure handling of SLA’s is determination. Validate detail content to ensure all required information is accurate.
- Analyze process metrics to identify and recommend improvements, improve productivity, and increase client satisfaction. Provide proactive analysis reports and raise service exposures.
- Analyze the data collected to support and measure the progress in process improvement efforts and to validate best practices.
- Be available for on-call rostering on accounts where required.

Qualifications / Experience & Skills
- University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
- Overall, 4 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.
- Strong Service Management knowledge. ITIL Foundations or ITIL Managers Certificate
- Must meet and maintain security clearance requirements of EDS and relevant client(s).
- Service Integration, ITIL functional management, Service Desk Team Leader or Problem Management Experience
- Continuous improvement and trend analysis proven experience and results.
- Service Management transition projects to/from IT outsourcer (desirable)
- Implementing ITIL Incident Management processes
- 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.
- Team player: Ability to effectively interact with people at all levels worldwide.
- Strong negotiation skills.
- Well-developed team skills.
- Strong analytical and problem-solving skills.
- Quick thinking and decisiveness.
- Creative and innovative skills.
- Ability to build and maintain client relationships.
- Strong process management skills.

**We are an**Equal Opportunity**Employer**

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.