Job Description :
DXC Technology 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.
Engineering Graduate or MBA with more than 5 years of experience in the IT industry and at least 2 years of team leadership experience in a large IT operations environment.
Should have proven experience and skills in the area of influencing and leading people.
Excellent business communication skills- spoken and written
High degree of professional and business ethics
Experience with global multi location customers an advantage.
Leading a team of technical staff skilled in the support and management of customer IT infrastructure, you will be responsible for delivering best in class services to effectively manage the day to day operations of our customers.
Leading a team in a specific technology, you will be able to combine your experience in IT with your leadership and motivational skills to create a positive working experience for your team and an excellent service for our customers.
Accountable for the development and performance of your team, the Delivery Manager plays a key role ensuring our customers are satisfied and our teams are challenged and positive.
Leading the Reactive Service Team you will be required to ensure :
the consistency of the 24*7 Shift Rotation is in place
that the team is optimized to resolve incidents within agreed contractual service levels
additionally ensuring that the average duration of the incidents & service calls reduces over time
unplanned downtime reduces over time
P1 RTOPS follow the crisis management process accurately and efficiently
Leading the Availability Assurance Team you will be required to ensure :
that the team is focused on achieving the contractually defined levels of system and service availability including :
stability plan and created and maintained for all supported customers
production of the Availability Plan for all supported customers
production of the Capacity Plan for all supported customers
reduction in the Frequency of Service Calls (P1 & P2) for all supported customers
correct staffing and balancing of the work between - configuration, problem, capacity, change and availability management
Ensure the NGDM Model is in place and you team are trained in all the processes and tools.
Acting as a key leader of the delivery team, you will be a point of expertise in operational aspects of service delivery.
Ultimate responsibility for the success of NGDM optimization and improvement for your team
Understand and communicate the operating model to your teams
Understand the core tools in use and how they should be optimally utilized
Know where to find the standard processes and ensure the standard processes are being followed
Be open, approachable and proactive with the Delivery Team technical staff to enable them to operate effectively.
Motivating, encouraging and inspiring the technology teams to meet and surpass the service provision and customer satisfaction goals as defined by the SLA
Drive quality and productivity improvement projects. Act as an advanced team member providing analysis of information and project direction input.
Managing a delivery team that provides technology specific services for a defined group of customers.
Responsible for the Reactive Service Team providing end 2 end incident management services and also change execution and ongoing IT operations.
Responsible for the Availability Assurance Team who provide problem management, capacity planning, change management and configuration management services to one or more customers
Proactively creates and drives initiatives for service delivery improvement.
Review BSC metrics Monthly
Ensure BSC Metrics are showing improved trends month over month
Ensure that the Availability assurance team are driving the stability plan and the corrective actions to continually reduce outages and incidents
Ensure that capacity and performance plans are in place to avoid impacts to the customers infrastructure
May be involved in customer visits to discuss operational aspects of the service
Work with site and county support functions (Facilities / HR / SDEX)
Track customer satisfaction trends and work to remediate TCE issues
Will be required to be contactable out of hours as part of a BCP situation or management escalation.
Resolve / monitor customer escalations as appropriate.
Complete Fiscal year aspire forecast
Complete Flash forecasts on time as accurately as possible
Provide timely feedback and commitment to cost savings initiatives
Ensure cost savings targets are being met
Ensure that operational & financial efficiency targets are being met
Compliance to local HR policies on hiring
Ensure the team members have a relevant training plan in place to improve skills and encourage staff to achieve industry recognized certifications
Manage the Focal Point Review process for HPE employees to enable you to manage team and individual performance.
Mandatory Training Compliance - Ensure teams complete standard training on schedule. SBC, Security, Ethics etc.
Comply to span of control requirements and ensure the team is well balanced, and resourced to deliver on SLA / Customer requirements
Ensure that you communicate the broad range of career opportunities available in ITO, via the BSS ITO Career Path Package, to enable staff to understand that a wealth of opportunity for career and personal develop exist within Enterprise Services ITO.
Encourage teams to complete the VOW, and create actionable plans and communications to respond to results, in line with organizational goals
Work with approved suppliers / staffing teams to ensure the right level of staff at the right price at the right time
Ensure goal setting discussions have occurred with your staff
Ensure that the teams are utilizing the best processes and tools available to ensure optimal delivery efficiency
May be involved in representing your capability in areas of best practices and engaging with global teams.
Automation Opportunities : Where automation opportunities are available for your team ensure timely sign off and commitment to the programs.
Ensure you team is focused on change and assist global automation teams to drive that change to completion.
Align your team to the Standard NGDM OneRUN Operating Model
Contribute to the development of innovative principles and ideas.
Develop the skills of your team to be able to deliver your services end to end from the center
Ensure that before making any large changes to your delivery team that this has been aligned with your respective Capability Manager.
Implement service excellence programs to improve efficiency
Strive to deliver best in class service at bench mark cost and bench mark KPI’s and ensure KPI data is provided to ITO Bus Ops in a timely fashion
Core Competency :
Experience in Service industry with good knowledge of infrastructure services business
Good people management skills
High self confidence levels : ability to communicate comfortably with senior executives, internal as well as external
Strong relationship building capabilities
Good Negotiation skills (non-commercial)
Excellent Interpersonal skills
Reactive Service Team
Event & Incident Management Ensure the team complies to customer SLA’s by utilizing the standard Incident Management lifecycle processesAssist the Delivery Managers to provide technical leadership to engineers or delivery partner(s) who are providing technical service support for assigned business accounts.
Technical service support includes platform support, network support, tools support, call center etc.Strive to ensure that no incidents exceed SLA and that none are missed.
Proactively plan to improve the skills and experience of the Support Consultants with the goal of achieving 100% incident resolution within the team
For Run Delivery IT Operations are the routine aspects of managing a customer’s environment.
Ensure that all scheduled and agreed IT operations are clearly documented with a schedule and owner.
Proactive processes need to be executed to ensure that defined incidents do not occur. Ensure that these are completed on time.
Shift Coverage and Compliance Work with the Operational team leads to ensure shift schedule for the team. Ensuring equal work hours per month and delivery requirements are fulfilled.
Ensure continued and ample coverage during BCP following the site BCP guidelines
Availability Assurance Team
Problem Management Work with the Operational Team Lead to ensure adequate proactive follow up of major problems is performed and ensure your team retain ownership of the problem record until the issue is fully resolved.
Ensure the team is fully acquainted with the problem management process and raises the relevant problem tickets to ensure that incidents and events to not keep reoccurring.
Change Management Ensure that the team and the Change Lead have the sufficient skills to perform the routine and normal change activities that are required.
Ensure that the Change Management 4 eye process is adhered to and all in scope changes are documented and reviewedEnsure that any failed changes due to lack of experience within the delivery teams are followed up with the relevant training and action planEnsure change management activities are tracked accurately in the Time Tracking tools
Configuration Management It is important that all supported instances / CI’s are recorded accurately within our CMDB ESL & Redfish.
Ensure regular follow ups with the Configuration Coordinators to ensure the data is consistent and accurate.Conduct regular CMDB audits encompassing the following checks.
Organizational Card AccuracyTeam Names, Responsibilities, Memberships, on call numbers, Work Flow Queues and contact email addresses
Year 1 cost reduction in NGDM is greater than 10% and attributed in ECO tool
Resources flow from the Reactive service team to the availability assurance team as the incident count and incident durations reduce
Reactive Service Team
The success of the team’s goals is ultimately the measure of success for the Operational Team Lead.
Average duration of incidents and service calls reduced by 30%
Training & Development planned and executed for the team
Availability Assurance Team
The success of the team’s goals is ultimately the measure of success for the Delivery Manager.
Incident volume is reduced by 50% in year one and continually by 10% each subsequent year
Stability planning meetings conducted regularly
All owners and actions clearly defined and maintained throughout the year
Capacity Plan in place for all supported customers
Availability plan in place for all supported customers
BSC Change targets for % Successful met
Failed changes leading to RTOP Zero
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