On-site - Incident Manager

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• 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.

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

Skills & Requirements

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

Qualifications

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

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