DXC Technology Service Line Manager in Quezon City, Philippines
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 at http://www.dxc.technology/ .
·Responsible for the implementation and execution of the Service Level Management Process at Account Level and determining the organizational structure for management of Client Service Levels.
·Accountable for the delivery of Service Level targets and commitments stipulated in the contract for owned application or domain.
·Manages escalations related to service provision/delivery for owned domain or application
·Responsible for conducting regular reviews with the client and providing reports that shows performance of delivery teams for owned application or domain.
·Responsible for the creation of the Service Level Management Business Design and performing Service Improvement Programs or Get Well Plans where necessary.
Other Responsibilities: Activities
oReviews and consolidates Service Level requirements
oAnalyzes the impact of requirements and Identifies options
oDocuments Service Level Assessment results (if applicable)
oDevelops SLA draft (if applicable)
oDetermines and documents UC/OLA requirements (if applicable)
oVerifies OLA’s (if applicable)
oReviews OLA’s/UC’s (if applicable)
oPublishes SLA (if applicable)
oSupports the creation of the Service Level Management Business Design
oCreates and Reviews Performance and Relevance reports
oPerforms Service Level review
oReviews SIP Plan results
oReviews and obtains approval for solutions to Complaints and Compliments
oEvaluates resolution to Complaints and Compliments
·Preferably more than 3 years of strong SLM/DLM experience. Someone with strong App Management operations background will be considered.
·With strong customer facing skills and can handle counterparts and customers at VP and director levels
·Able to handle an entire domain (average of 15 applications) and work in an account undergoing stabilization and having minimal concept of SLM.
·Willing to work during EMEA/early NALA shift. Willing to work or be on-call during critical holiday periods/weekends.
·Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills.
·Excellent communicator in both spoken / written English including explaining technical concepts in non technical client facing language.
·Strong ITSM Process depth and breadth for Service Level management function. Sound knowledge on other related process areas such as Incident, problem and change management functions. (preferred)
·Strong Service Management knowledge. ITIL Foundation Certificate as a minimum. (preferred)
·Good in Escalation Management and Focus in operational efficiency
·Project Management experience is an advantage but not required
·Strong Microsoft application skills (Word, Excel, PowerPoint)
·Familiarity with automated reporting tools and processes (Excel Macros, etc)
·Can handle stress and work under pressure
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities