Enhanced Service Management Lead (Brisbane)

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 ESM LEADThe 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 issues and/or problems escalated to their attention.Responsibilities: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 SuppliersInterface 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 accountAssure delivery of ITIL functions in line with Account Service Level agreementsAssure delivery of ITIL functions in line with agreed Metrics and KPI’sParticipates in internal Leadership SLA Reviews and GTG plansParticipates in internal DXC Incident reviewOversees delivery and review of daily incident report/IMPACTSupports ad hoc incident reviews - as requiredOversees delivery and review of CAB reportSupports ad hoc change reviews - as requiredSupports ad hoc Root Cause Analysis (RCA) reviews - as requiredOversees delivery and review of RCA reportingParticipates in Account incident audits and reviewsReview and evaluate service records to ensure handling of SLA’s is determination. Validate detail content to ensure all required information is accurateAnalyze process metrics to identify and recommend improvements, improve productivity and increase client satisfaction. Provide proactive analysis reports and raise service exposuresAnalyze 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 industryQualifications / Experience & Skills RequirementsUniversity 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.Strong ITSM Process depth and breadth for ITIL functions.Strong Service Management knowledge. ITIL Foundations or ITIL Managers CertificateMust meet and maintain security clearance requirements of EDS and relevant client(s).Service Integration, ITIL functional management, Service Desk Team Leader or Problem Management ExperienceContinuous improvement and trend analysis proven experience and results.Service Management transition projects to/from IT outsourcer (desirable)Implementing ITIL Incident Management processesPrevious service integration experience (desirable)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.Good understanding of service levels and other performance metrics, their meaning and applicability.Influential, especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customer-facing skills.Team player: Ability to effectively interact with people at all levels worldwide.Strong negotiation skills.Ability to apply sensible risk management.Well-developed team skills.Strong analytical and problem-solving skills.Quick thinking and decisiveness.Creative and innovative skills.Ability to build and maintain client relationships.Strong process management skills.We are an Equal Opportunity Employer DXC is proud to be an equal opportunity employer, and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities. 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.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.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is availablehere.SummaryLocation: AUS - QLD - BRISBANEType: Full time