Job Description:

Role Overview

The IT Service Delivery Lead (SDL) is a pivotal role responsible for ensuring the smooth and efficient delivery of IT services to the client. Each SDL oversees a specific domain of the applications/clusters and acts as the primary point of contact for addressing requests, incidents, and issues within their domain. The SDL is entrusted with the knowledge and authority to manage, coordinate, and resolve these matters, ensuring that all service levels are consistently met, risks are managed, and customer satisfaction is continuously improved.

Key Responsibilities:

• Incident and Problem Management: Manage, coordinate, and resolve all incidents and problems by leveraging DXC teams and the partner ecosystem. Take ownership of critical incidents (P1/P2) and drive them to resolution, ensuring timely communication and escalation as necessary.

• Support Coordination: Act as the main liaison between DXC, partner teams, and the client’s  IT and business users, ensuring clear and effective communication. Utilize tools such as MS-Teams to gather the required teams and coordinate the resolution of tickets.

• Documentation and Improvement: Develop and maintain comprehensive documentation for problems and solutions to prevent recurring issues and enable faster resolution times. Advise the client on potential service improvements and implement approved changes.

• 24/7 Support: Provide round-the-clock support on a rotational basis, ensuring that all relevant services are covered. Maintain a proactive approach to issue resolution, focusing on minimizing business impact and enhancing customer satisfaction.

• Change Management: Assume ownership of complex and non-standard changes, applying application expertise to drive successful implementations. Approve changes within the production environment and consult on technical reviews of complex change requests.

• Relationship Management: Build and maintain effective relationships with client representatives, ensuring their expectations are consistently managed and met. Participate in relevant meetings and contribute to DXC’s internal account delivery review meetings.

• Governance and Compliance: Ensure adherence to governance frameworks, performance metrics, and compliance standards. Drive a zero-defect/zero-outage mentality within the delivery teams, including third-party vendors.

Performance Metrics:

• Meeting Run and Change SLAs

• Managing and mitigating service risks

• Enhancing customer satisfaction

• Ensuring faster response and resolution times

• Maintaining a stable environment and a zero-defect mentality

Qualifications:

• Technical Skills:

  • Strong knowledge of IT service management and application domains.

  • Proficiency with IT service management tools (e.g., ITSM, MS-Teams).

  • Experience with root cause analysis (RCA) and incident/problem resolution.

  • Understanding of change management processes and best practices.

• Professional Experience:

  • Proven experience in incident, problem, and change management.

  • Background in coordinating with cross-functional teams and third-party vendors.

  • Experience in the public sector or with large, complex IT environments is a plus.

• Communication and Interpersonal Skills:

  • Excellent verbal and written communication skills.

  • Strong stakeholder management and relationship-building abilities.

  • Ability to effectively communicate technical issues to non-technical stakeholders.

• Leadership and Management Skills:

  • Ability to take ownership and drive issues to resolution.

  • Strong organizational skills with attention to detail.

  • Proactive mindset with a focus on continuous improvement and customer satisfaction.

• Other Skills:

  • Ability to work under pressure and manage multiple priorities.

  • Flexibility to provide 24/7 on-call support on a rotational basis.

  • Commitment to maintaining a stable and secure IT environment.

The Service Delivery Lead (SDL) plays a crucial role in ensuring the reliability and efficiency of IT service delivery to the client, driving continuous improvement and maintaining high levels of customer satisfaction.

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