Categories: IT Service Management, Incident Management, Customer Success

Job Description:

Job Description:
• Responsible defining and documenting the DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and be a process manager for these.
• Link customer processes with DXC operational procedures.
• Support the customer process owners in improving the maturity level of the customer processes.
• Reports and follow up Service Level metrics on a weekly and monthly basis.
• Work closely with delivery to ensure SLAs and KPIs are met through all the service components.
• Initiate service improvements with regards to availability, performance, service demand and cost.
• Ensure all service deliverables are implemented and measured through service level metrics.
• Identify and recommend reporting improvement, delivery projects, contract changes when required.

Customer Management
• Establish and run a governance model with the relevant customer service management owner(s) and process owners.
• Run regular (i.e. Weekly/Monthly) process and procedure reviews with Client’s service management owner(s) and client’s process owners.
• Monitors service level performance and addresses customer satisfaction gaps and issues in service delivery
• Manages customer escalations and ensure customer satisfaction goals are met (acts as Escalation Manager according to Escalation Management process).
• Proactively advises the customer (become trusted advisor for the customer) through service performance analysis.
• Understands customer requirements and ensure that DXC designed solutions meet customer expectations according to the contract.
• Being an advocate of DXC.

Delivery Management
• The Service Manager has a daily operations responsibility to run and manage the processes execution (i.e. Incident, Change, Problem Management and Capacity Management).
• Ensure delivery teams are aware of all the processes, procedures and available documentation.
• Participate to internal delivery reviews and meetings, drives delivery toward excellence and proactivity.

Communication
• Interfacing with the client IT Leadership and VIP community members.
• Interfacing with Customer counterparts (Process owners, Service Management Function).
• Communicate service status and issues to Client IT Leadership.

Incident Management
Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
o Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
o Escalate incidents as necessary according to established escalation processes.
o Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
o Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
o Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
o Develop and deliver training on incident management processes and tools to IT staff.
o Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.

Skills & Requirements
o Expertise in incident management and coordination.
o Strong analytical and problem-solving skills.
o Excellent communication and interpersonal skills.
o Ability to work under pressure and manage high-stress situations.
o Strong organizational and multitasking skills.

Qualifications
• ITIL V4
• 5+ years’ experience working with the relevant technologies above

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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