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.

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 Role:

The successful candidate will manage the delivery of ESM (Enhanced Service Management) Continual Service Improvement (CSI) services across multiple vendors and resolution groups, on a daily basis.

The candidate will work closely with the ITIL based ESM team, the ESM Lead, Service Delivery Managers, Assigned Service Providers (internal and external) and Client representatives.

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:

o     in-flight CSI initiatives

o    CSI requests awaiting approval to proceed

•    Chair the monthly CSI Approval meeting with the Customer (ICT Operational Management)

o    To approve new CSI initiatives to proceed

o    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.

•    Ability to apply sensible risk management.

•    Well-developed team skills.

•    Quick thinking and decisiveness.

•    Creative and innovative skills.

•    Ability to build and maintain client relationships.

•    Strong process management skills.

Personal Attributes

•    Works well in an environment where they can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which they are assigned.

•    Self-directed, and autonomous; without needing management direction if they know what action is required. 

•    Take end-to-end ownership of an outcome and collaborate with everyone who needs to be involved in creating that outcome.

•    Methodical and demonstrates an exceptional attention to detai,l in their approach to solving problems and delivering work products.

•    Will always do the right thing, not necessarily the easy thing. They take accountability for outcomes and are pragmatic in their actions and outputs.

•    Tackles problems with independent and critical thought and never stops caring about the work products they manage.

•    Growth mindset

•    Customer focused

•    Strong problem-solving skills 

•    Able to 'live and breathe' the DXC Values

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.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.