Job Description:

DXC Technology (DXC: NYSE) 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 dxc.technology

The CSI Manager is Responsible for the end-to-end CSI process coordination.

This role is accountable to ensure that all Support groups and stakeholders are coordinated into one seamless entity in support of the Customer Service Improvement process and methodology. They also act as the single point of contact for CSI escalations.

The key responsibilities of the CSI Manager are:

Accountability for the ESM CSI process and the related process-specific standards and policiesEnsuring compliance with ESM process specific standards and policies across integrated Service ProvidersImprovement identification and implementation within the ESM CSI

Meeting requirements:

Attend the monthly respective Integrated Process Review MeetingChair the weekly CSI Review meeting, with the Service Providers Service Delivery Leads to review progress of: in-flight CSI initiativesCSI requests awaiting approval to proceedChair the monthly CSI Approval meeting with the Customer (ICT Operational Management)To approve new CSI initiatives to proceedTo endorse CSI delivery/closure requestsProcess Lead for ESM CSI Mgmt.

Responsibilities

This section details the operational activities performed by the ESM CSI Manager: 

Review CSI performance results with Customer, Service Providers and appropriate stakeholdersFrame, initiate and review CSI Improvement initiatives, into an action plan for deliveryManage in-flight CSI initiatives scope and actions against the defined action planQuality assure Service Providers proposed Improvement InitiativesPrepare Improvement Initiatives, across multiple SP’s where necessaryReview and Revise Improvement goals in line with the Customer business prioritiesManage the CSI RegisterAddress issues with CSI activities and overall deliveryReview completed initiative performance and value derived (benefits realization/reconciliation)End-to-end accountability for ESM CSI processes, standards and strategic direction of the process within the account.Responsible for ensuring all the various process components are executed appropriately by all the different support groups involved.Work with the ESM Lead to ensure the collection and reporting of owned CSI initiatives and processes.Review the effectiveness and efficiency of the ESM CSI processes and amend/improve where appropriate.

Qualifications / Experience & Skills Requirements

University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.Overall, 3 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.Must meet and maintain security clearance requirements of DXC and relevant client(s).CSI Management, Service Integration/Management, ITIL functional management, Service Desk Team Lead or Problem Management experience preferredContinuous improvement and trend analysis proven experience and results.Previous 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, and at the Senior Management level.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.Quick thinking and decisiveness.Creative and innovative skills.Ability to build and maintain client relationships.Strong process management skills.

Personal Attributes

Works well in an environment where they can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which they are assigned.Self-directed, and autonomous; without needing management direction if they know what action is required.Take end-to-end ownership of an outcome and collaborate with everyone who needs to be involved in creating that outcome.Methodical and demonstrates an exceptional attention to detai,l in their approach to solving problems and delivering work products.Will always do the right thing, not necessarily the easy thing. They take accountability for outcomes and are pragmatic in their actions and outputs.Tackles problems with independent and critical thought and never stops caring about the work products they manage.Growth mindsetCustomer focusedStrong problem-solving skillsAble to ‘live and breathe’ the DXC Values

If you are a self-starter with a strong customer focus and with a results-oriented approach, complimented by your strong verbal and written communication skills, we would like to hear from you.

Trust, Transform & Thrive with a company whose mission is to lead our clients on their digital transformation journey. DXC Technology is recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies.

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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