Job Description:
- Responsibilities:
- Define, negotiate, and document SLAs, OLAs, and underpinning contracts with internal and external service providers.
- Monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of breaches.
- Conduct regular service reviews with internal teams and external vendors to ensure accountability and continuous service improvement.
- Analyze service delivery trends and performance data to identify improvement opportunities.
- Lead initiatives to improve service reliability, responsiveness, and user satisfaction.
- Ensure alignment between business expectations and IT service delivery capabilities.
- Maintain a catalog of active services and regularly review the service portfolio for accuracy and relevance.
- Facilitate service reporting, dashboard creation, and communication to stakeholders and senior management.
- Contribute to the development and enforcement of ITIL-aligned service management processes.
- Support incident, problem, and change management functions by providing service-level insights and governance.
- Continuously monitor and troubleshoot infrastructure services, ensuring optimal performance.
- Follow established best practices and standards in infrastructure service delivery.
- Mandatory Skills Description:
- Bachelor's degree in a relevant field or equivalent combination of education and experience
- Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in a Service Level Manager role
- Strong understanding of ITIL practices; ITIL v4 Foundation certification required.
- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Helix, Cherwell).
- Excellent analytical, negotiation, and stakeholder management skills.
- Strong presentation and reporting skills; ability to clearly communicate service performance to both technical and business audiences.
- Proven ability to manage service performance in complex environments involving multiple vendors and cross-functional teams.
- Nice-to-Have Skills Description:
- ITIL Intermediate or Expert-level certifications (e.g., Service Level Management, Continual Service Improvement).
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.
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