Service Management Delivery Coordinator

5 months ago

Erskine, United Kingdom DXC Technology Full time

At DXC Technology, delivering excellence for our customers and colleagues is more than just a motto, it’s something we strive towards constantly through our work. Every day we deliver mission critical services in a secure environment whilst promoting our people first agenda, a real sense of community and a healthy work-life balance. Our consistently positive customer feedback and continuous growth helps us cement our place as one of the world’s leading IT solutions enterprises, helping us deliver services and solutions in both challenging and exciting situations.

We believe that hiring a diverse team is crucial to our success and our recruiting decisions are based on your skills and experience as an individual. We actively encourage consistent growth on our journey towards a culture of inclusion and recognise that the people we employ are vital to providing a great customer experience. As such, we have a variety of training, support, and tools available to aid in your continual personal and professional development. Our ongoing goal is to drive innovation and modernise operations across the board, which includes furthering the skills of our colleagues. At DXC, building a better you, builds a better us.

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

**Technical Skills**:

- ITIL expertise: ITIL 4 certification is considered an advantage.
- Process Tool(s): understanding or knowledge of tools supporting the process, e.g., ServiceNow, Service Manager
- 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 extracting information and draw conclusions.
- Problem Resolution: ability to resolve escalation issues or problems.
- Risk Management: identification and management or mitigation of risks
- General Project Management
- Business Analysis
- General Financial Management
- English Spoken and Written Skills: ability to communicate and make himself/herself understood verbally and in writing.
- Business and Organizational knowledge
- Service Portfolio Knowledge

**Soft Skills**:

- Structure thinking: ability to work in a structured way
- Customer Focus: ability to put the customers’ needs first
- Diplomacy: ability to manage teams or people with tact
- Diversity: ability to understand and integrate diverse opinions

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