Job Description:

DXC Technology (NYSE: DXC) 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 www.dxc.technology

An exciting opportunity now exists in the Service Management team for a Service Request Management co-ordination and Governance role with the existing SM team.

This role will be working across Government Agencies.

Role Description

• Governance
  • Chairs SRM governance forums
  • Manages Service Level Performance
  • Process review and alignment to global process
  • End to end SRM process delivery
  • Initiates and drives to completion Continuous Service Improvements (CSIs)
  • Receives, reviews and validates service request tickets as required
  • Reviews SLA Breaches
  • Customer survey
  • Quality Assurance
• SRM Escalation Management
• Customer meetings - Supports the Client Delivery Manager by attending client meeting in a supporting capacity
  • Aged tickets
  • SRM Governance
• Review Workflows to ensure accuracy
• Resource management – Coordinates staff schedules to align with the team’s service request management delivery objectives. Directs activities of multiple employees operating across a variety of shifts and geographies for agencies in scope, encompassing all SRM services
• Project - Coordinates requests involving multiple services, confirm customer acceptance and satisfaction upon completion of the request
• Ancillary Review (Customer)

Catalogue Management

• Reviews and approve catalogue changes in consultation with customers
• Coordinates the production release of the catalogue and integration changes in ServiceNow and the Agencies Service Management tool with the production changes to the integration processes for each agency
• Supports and monitor compliance to the agreed process for service catalogue updates

Qualifications / Experience & Skills Requirements

• University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
• Overall 3 to 5 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.
• Good Service Management knowledge. ITIL Foundation Certificate as a minimum. (preferred)
• Should have a solid knowledge base on multiple IT related technologies.
• Process & Quality Management: the act of planning and monitoring the performance of a process.
• Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements.
• Data Analysis: transforming data to extract information and draw conclusions.
• Good in Escalation Management with a focus on operational efficiency.
• Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills.
• Excellent communicator in both spoken / written English including explaining technical concepts in non-technical client facing language.
• Excellent presentation and customer facing skills.
• Team player: Ability to effectively interact with people at all levels worldwide.
• Good in data and metric analysis and report generation.
• Ability to work effectively in diverse, foreign, and multi-cultural environments.

NOTE:Applicants must be Australian Citizens at the time of application. If you are looking for your next role and are looking for remote work, please apply!

If you are a self-starter with a strong customer focus and 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 clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies.

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

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.