Job Description:

Job Summary/ Position Description:

We are seeking a highly knowledgeable ITIL Service Management Professional to join our team. In this role, you will play a pivotal role in implementing, optimizing & delivering Service Management practices within a multi-discipline delivery environment. Your knowledge in ITIL principles will be essential for enhancing service quality, aligning services with organizational objectives, and fostering efficient collaboration among teams.

This role requires a solid understanding of service management principles, communication skills, and the ability to collaborate effectively with various stakeholders.

Responsibilities:

• Has end-to-end accountability on one or more ITIL processes?
• Reviews the effectiveness and efficiency of the supported ITIL processes.
• Responsible in ensuring supported process components are executed.
• Perform & Participate in Quality Audits
• Maintains close contact and communication channels with Account team to ensure service requirements are met.
• Participate in the CSIP (Continuous Service Improvement Program) and support of process improvements.
• Conduct trend analysis on supported ITIL processes within the supported production environments.
• Support in achieving service management SLAs for the supported ITIL processes.

DXC Service Management Processes Include but are not limited to:

Configuration Management

Service Level Management

Incident Management

Problem Management

Change Management

Capacity Management

Service Improvement

Availability Management

Qualifications:

• Desirable Bachelor’s degree in business, IT, or a related field or equivalent academic or on-the-job experience.
• ITIL certification is a plus.

Experience:

2 - 5 years of relevant IT experience.

Skills Requirements:

• Excellent communication skills in English
• Analytical mindset with the ability to use data to drive decision-making.
• Strong understanding of ITIL principles
• Team player - Ability to effectively interact with people at all levels worldwide.
• Well-developed team skills.
• Strong analytical and problem-solving skills
• Quick thinking and decisiveness
• Curious and enthusiastic with a desire to drive innovation.
• Ability to build and maintain relationships within the Account Team
• Strong process management skills
• Understanding in service management tools (Service Now, Remedy, HPSM etc.)
• Strong Microsoft Office skills (Word, Excel, PowerPoint, Outlook etc.)
• Good collaborative skills both face to face and virtual.

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