Service Desk Operations Lead

Job description

Job Description:

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

People are the heart of our business.

We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues.

We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent.

We use the power of technology to deliver mission critical IT services that move the world.

DXC.com At DXC we pride ourselves on delivering excellence in everything we do.

What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients.

JOB SUMMARY: 
The Service Desk Operations lead have overall accountability for the Total Customer Experience for services delivered by the Service Desk and are accountable for ensuring that the services delivered to the Customer are in accordance to the SOW.

They are the Single Point of Contact for the account(s) and are overall responsible for delivering a high quality service as set out in the SOW, meeting all SLA’s, financial management and are the first MW escalation point.

The Operations lead ensures that all business solutions are achieved and are consistent with department objectives, customer requirements, and corporate goals.

Advises staff on priorities, technical problems, and administrative policies and procedures.

Reviews tasks and project status to ensure accurate, timely, and cost-effective completion.

Profile:

• Demonstrate leadership and sound business acumen, showing consistency among principles, values and behaviour, thus building the trust and confidence of customers and business partners and following through on commitments
• Managed large Service Desk operations (minimum 50+ agents).
• Hand-on hardcore experience working and running service desk for minimum 10 years 
• Compliance to all policies, procedures and ethical standards
• Influencing Others.
• Builds effective relationships with colleagues, clients, customers and business partners.
• Excellent analytical skills
• Developing Others – Builds the skills and competencies of others and guides appropriate behaviours.

Creates opportunities for the development and growth of others.


• Influencing Others – Successfully builds support for ideas without the use of hierarchical power.

Builds effective relationships with colleagues, clients and customers.
• Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation
• Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals.

Becoming a trusted advisor to the customer

Responsibilities & Activities:
• Financial Management (Cost recovery and Tracking)
• Long-term planning to support the company’s goals
• Embracing new ideas and technologies to improve services
• Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization's business goals.
• Communications Management (SPOC for Customer and Account team)
• Create/document new procedures 
• Knowledgebase Submit/Review/Approvals
• Leading a team of Supervisors, IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.


• Ensure weekly and monthly reports are delivered in a timely manner
• Managing technology vendors and service providers to ensure that the organization's technology needs are met.


• SLA Management
• Customer Satisfaction
• Audit and Records Management
• Standards and Policies Management
• Problem Management
• Escalation Management
• Disaster Recovery Management
• Security Management
• Process Improvement & Integration
• Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:
• Ideally 5 years operations/client/people management experience in Call Centre or Service Delivery or Business Management
• Need managerial and planning skills experience, as well as skills in analysis, innovation, communication and negotiation
• Proven communication skills
• Need some in-depth knowledge of corporate organization and policies 
• Proven ability to be strong team player, and sound leadership skills
• Power user in MS Word, Excel and PowerPoint

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities.

We take care of each other and foster a culture of inclusion, belonging and corporate citizenship.

We put this to action developing and implementing societal initiatives within our Social Impact Practice.

#WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work.

Some of these include;

• Extensive resources to support your onboarding and continual development including DXC University

• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition

• We know that great people refer great people.

We will reward you when you bring your friends and family to work at DXC

• More time to do the things you love with flexible leave options, including purchased leave

• Take time to give back with charitable and emergency services volunteer days

• Well-being matters to us and our Employee Assistance Program is there to support you and your family

Required Skill Profession

Information And Record Clerks