Customer Experience Manager

4 weeks ago

Farnborough Hampshire, United Kingdom Security Cleared Jobs Full time

Account Run Lead (Customer Experience Manager)
With 130,000 employees worldwide, DXC Technology is one of the world’s leading technology services providers. At DXC we understand life is complex and flexibility helps. We’re focused on the future, so we keep our employees at the cutting-edge of their fields with personalized training programs. We are looking for an experienced Account Run Lead based onsite in Royal Pavilion, Aldershot to manage critical services into one of DXC’s Platinum Accounts, AMPA.
The Advanced Mission Planning Aid (AMPA) provides mission planning capabilities across a wide array of fixed wing platforms. The AMPA product family is well established and the majority of development work on the account is in the form of incremental change to mature software components.
You will be responsible for all end-to-end Service Run Operations activities as part of the account delivery team.
Contractual deliverables, obligations, and cost of service (in line with Plan of Record (PoR)
Year on Year cost reduction through continuous delivery improvements, efficiency and innovation aligned to the Account Operating Plan
Improved customer experience and advocacy
Accountable for end-to-end run delivery of agreed KPIs and SLAs, agreed cost and quality, per budget/forecasts.
Acts as Single point of Contact (SPOC) for the Run service outcomes to the account and delivery teams.
Work across delivery teams to be the single service owner responsible for meeting SLAs.
Ownership of account run cost management and optimization plans aligned with business requirements and communicated to the client.
Approver of all new services introduced into production ensuring zero SLA impact.
Serve as escalation point for P1 run incidents ensuring Service Delivery teams respond accordingly and effective communication through to the end client.
Conduct service delivery reviews for the continual service improvement (CSI) plans and strategic programs.
Act as delivery run expert and advise the ADL and client on recommendations for improvements to infrastructure and services or innovation opportunities.
Work closely with the Account Delivery Lead to support the account’s growth agenda
Builds and manages client relationships to solve client's delivery run problems and acts as SPOC for the run service outcomes.
Ability to leverage client relationships to identify shifting or emerging opportunities.
Account plan: Ability to drive proactive continuous improvements, oversee risk management, advise internal and external partners and the ability to manage urgent and complex tasks simultaneously.
Leadership: Ability to drive a diverse team of employees and suppliers to deliver outstanding service to our clients and to be the evangelist of the service to our clients.
Operations Management: Service Management: A solid background in IT service management.
Due to the sensitive nature of our client accounts, you will either hold Security Clearance or be eligible to be vetted.

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