Job Description:
Role
Accountable for the overall Financial, operational and account satisfaction for the specify delivery locations
§ Financial (expense, recovery, residues)
§ Customer Satisfaction
§ Internal delivery process standard
§ Growth forecast and engagement of delivery resources
Essential Job Functions:
§ Single point of contact for the Account Service Team (ADM, Global ADM, Client manager, Service delivery Executive) ensuring TCE (total customer experience) for the account
- Ensures cross tower / cross- service line cooperation and coordinates activities between teams
- Integrates the operation departments and streamline the processes between tower (delivery organization and location), other teams and customer
- Communicates with and drives operation teams to meet Customer expectations and execute on agreed improvement plans
§ Ensures that services are delivered according to the Service description (SLO – service level objectives), using utility Services Standards and ITSM/ITIL methodology
§ Support change management activities, accountable for large change projects
- Identifies (together with DLs) technical resources to complete project and change management activities
§ Resource capacity planning
§ Reviews, assesses, adapts and re-implements processes to support planning, distribution maximization (to lower level) in order to decrease the workload put on people and increase the customer satisfaction
§ Participates in the sizing and planning for “Work Migration” of Account team
§ Participates on Operation Meetings (conf calls) with customer on request and hosts reviews at key Delivery Centers, as necessary.
§ Participates on Account Steering Committee meetings, drives open transformation actions to improve delivery environment.
§ Communicates and works closely with ADM
§ Performs regular billing and time tracking check/assessment in order to maintain correct invoicing/reporting
Basic Qualifications:
§ Bachelor's degree in a relevant field or equivalent combination of education and experience
§ Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role
§ Minimum of 3 years’ experience in the Outsourcing Services Business
§ Technical knowledge/background in systems administration,
§ Good familiarity in the area Infrastructure Operations/ Service Desk Area with past cross-functional exposure
§ Good communication, networking and negotiation skills.
§ Excellent English communication skill (both - oral and written)
§ Strong customer and service orientation
§ Good communication, networking and negotiation skills.
Other Qualifications:
§ An advanced degree in a relevant field is a plus
§ Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Certified Cloud Practitioner, are a plus
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 available here.