Categories: IT Service Management, ITIL, Management

Job Description:

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com

An Intermediate ITIL Functional Manager is responsible for supporting 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 working as part of a team 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 issues and/or problems escalated to their attention.

Roles:

•    Has supervised 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 interested parties 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    Working with the SMO Lead, 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, 2 or more years of IT Industry experience with at least one year 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.
 

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.

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