Job Description:

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

• Knowledgebase Submit/Review/Approvals

• Knowledgebase Submit/Review/Approvals

• Managing technology vendors and service providers to ensure that the organization's technology needs are met.

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• SLA Management

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• Customer Satisfaction

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• Audit and Records Management

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• Standards and Policies Management

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• Problem Management

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• Escalation Management

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• Disaster Recovery Management

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• Security Management

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• Process Improvement & Integration

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• Adhere to all DXC Policies & Procedures – Including Security and SOBC

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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
  
  

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.