Dxc Technology
EnhancedServiceManagementLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Enhanced Service Management Lead at Dxc Technology. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, ITIL framework, Service Management(SM) Processes, ITIL processes, Service Management processes, ITIL functions, ITSM Process, Service Integration, ITIL functional management, Service Desk Team Leader, Problem Management, trend analysis, Service Management transition, IT outsourcer, Incident Ma”
What You'll Achieve.
drive operational effectiveness, efficiency and governance of the ITIL processes to ensure business continuity.; ensure business continuity.; ensure high quality service requirements are met.; improve delivery of services to the account.; Assure delivery of ITIL functions in line with Account Service Level agreements; Assure delivery of ITIL functions in line with agreed Metrics and KPI’s; improve productivity and increase client satisfaction.; measure the progress in process improvement efforts and to validate best practices.
Industry & Context.
analytical and problem-solving skills.; Quick thinking and decisiveness.
Must meet and maintain security clearance requirements of EDS and relevant client(s).
What They're Looking For.
Must Have
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., ITSM Process depth and breadth for ITIL functions., Service Management knowledge., Must meet and maintain security clearance requirements of EDS and relevant client(s)., Implementing ITIL Incident Management processes, 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., Well-developed team skills., analytical and problem-solving skills., Quick thinking and decisiveness., Ability to build and maintain client relationships., process management skills.
Nice to Have
Service Management transition projects to/from IT outsourcer (desirable), Previous service integration experience (desirable)
What You'll Do.
Governs the all Integrated Suppliers to be compliant with the ITIL process., Maintains close contact and communication channels with SMO team to ensure high quality service requirements are met., Participate in the CSIP (Continuous Service Improvement Program) and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers, Interface between the Service Management processes and the non-SM processes to improve delivery of services to the account., Provides oversight direction to dedicated service management staff on the account, Assure delivery of ITIL functions in line with Account Service Level agreements, Assure delivery of ITIL functions in line with agreed Metrics and KPI’s, Participates in internal Leadership SLA Reviews and GTG plans, Participates in internal DXC Incident review, Oversees delivery and review of daily incident report/IMPACT, Supports ad hoc incident reviews - as required, Oversees delivery and review of CAB report, Supports ad hoc change reviews - as required, Supports ad hoc Root Cause Analysis (RCA) reviews - as required, Oversees delivery and review of RCA reporting, Participates in Account incident audits and reviews, 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., Apply ITIL framework - Apply knowledge of the Information Technology Infrastructure Library (ITIL) framework and its importance in the IT industry.
How You'll Work.
Team & Collaboration
Works with the Account Leadership Team; works with the SMO team, Service Delivery Managers, Assigned Service Providers (internal and external) and Client representatives.; Ability to effectively interact with people at all levels worldwide.
Communication Scope
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.; Influential, especially in environments where indirect (dotted) reporting lines only exist.; Excellent presentation and customer-facing skills.
Full Job Description
**Job Description:** DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit [www.dxc.technology](http://www.dxc.technology/) **ESM LEAD** The ESM Lead is a Client Facing role working across multiple key processes defined under the ITIL framework. Its goal is to provide management an oversight to across the full ITIL stack, to drive operational effectiveness, efficiency and governance of the ITIL processes to ensure business continuity. This role encompasses the implementation, execution and continuous improvement of the Service Management(SM) Processes. The ESM Lead is a customer facing role in support of the SMO and Account team. They will provide the customer with a single point of contact to the Enhanced Service Management Team. The ESM Lead works with the Account Leadership Team and will provide them with a single view into the Service Management deliverables. The ESM Lead will have the appropriate level of authority to maintain the compliance and success of the ITIL processes. The successful candidate will be managing the delivery of ITIL services across multiple vendors and resolution groups. The candidate will work closely with the SMO team, 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 organizations to resolve incident handling issu
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