ITIL Functional Manager

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

People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver technology services that move the world.

The ITIL Functional Manager is responsible for supporting and enhancing IT service management practices across the organization, ensuring alignment with ITIL (Information Technology Infrastructure Library) frameworks. This role focuses on improving service delivery, ITIL Capability management, and continual service improvement.

The successful candidate will be managing the delivery of ITIL services across vendors and resolution groups. The candidate will work closely with the SMO team, SM lead, Account managers, Assigned Service Providers and Client representatives. They will possess sound knowledge of the delivery organization and will be able to navigate quickly through the various organizations to resolve incident handling issues and/or problems escalated to their attention.

Roles:

•    Has end-to-end accountability one or more ITIL processes, standards, and aid in 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 the owned ITIL processes

Responsibilities:

•    Service Operations & ITIL Process Management

o    Govern and manage customer, DXC, and integrated suppliers to ensure compliance with ITIL process.

o    Monitor service performance to ensure SLAs and OLAs are met, and review service records to validate accuracy and SLA adherence.

o    Apply ITIL framework principles to support consistent and effective service management.

o    Follow customer contractual requirements under the guidance of the account's Service Management Lead.

•    Process Improvement & Continual Service Enhancement

o    Participate in Continuous Service Improvement Programs (CSIP), supporting process improvements and the establishment of standards and performance metrics.

o    Identify and implement opportunities for process optimization and automation.

o    Analyse process metrics and collected data to recommend improvements, enhance productivity, and increase client satisfaction.

o    Support and measure progress in process improvement efforts and validate best practices.

o    Maintain ITIL process documentation.

•    Stakeholder Engagement & Communication

o    Collaborate with service owners, technical teams, business units, and the SMO team to ensure high-quality service delivery.

o    Maintain close communication channels with the SMO team to support service quality.

•    Reporting & Analysis

o    Produce reports on service performance, trends, and compliance.

o    Conduct trend analysis on ITIL processes using data from all suppliers to identify patterns and improvement areas.

o    Provide proactive analysis and raise service exposures where necessary.

•    Governance & Compliance

o    Ensure ITIL processes are followed and aligned with organizational and customer policies.

o    Support audits and compliance activities related to IT service management.

Qualifications / Experience & Skills

•    Overall, 3 or more years of IT Industry experience with at least two years of relevant industry experience. 

•    Experience working in an IT service management environment

•    Good understanding of ITSM Process for ITIL functions. 

•    Good Service Management knowledge. 

•    Experience with ITSM tools

•    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.

•    Team player: Ability to effectively interact with people at all levels worldwide. 

•    Ability to apply sensible risk management.

•    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.

Personal Attributes

•    Analytical and detail oriented.

•    Proactive and solution focused.

•    Strong organizational and time management skills.

•    Collaborative and team oriented.

If you are a self-starter with a strong customer focus and with a results-oriented approach, complimented by your strong verbal and written communication skills, we would like to hear from you.

Trust, Transform & Thrive with a company whose mission is to lead our clients on their digital transformation journey. DXC Technology is recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies.

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.

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