OBSERVABILITY MANAGER (SERVICE MANAGER)

DXC Technology Company; Avilés; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

DXC University

Unlimited certifications

Social benefits

Job summary

DXC Technology is seeking an Observability Manager to lead the end-to-end delivery of the Observability service, including network, device and platform monitoring. You will ensure SLA compliance, govern client relationships, and drive continuous improvement while coordinating with Service Desk, L2/L3 teams, field technicians and providers.

You will oversee staffing, shifts and transitions, validate improvement actions and drive Nexthink-related KPIs, with service coverage across defined hours.

Qualifications

• Degree in Computer Science or Telecommunications or equivalent experience.
• ITIL knowledge including incidents, problems and changes.
• Spanish and English language proficiency.
• Experience managing IT operations, monitoring or NOC services under SLA.
• Knowledge of ServiceNow and monitoring tools.
• Governance and reporting skills with clients.
• Data analysis skills.
• Leadership and team management skills.
• Client interlocution skills.
• SLA and escalation management skills.
• Decision‑making skills.
• Continuous improvement orientation.
• Communication skills.

Responsibilities

• Oversee the global supervision of the service and the team.
• Prioritize relevant incidents and manage mass alarm handling.
• Track SLAs and KPIs, including proactivity, MTTD and MTTR metrics.
• Review daily and weekly reports and present results to the client.
• Coordinate with business areas, Service Desk, L2/L3 technical teams, field technicians and providers.
• Validate continuous improvement actions such as thresholds, correlation, coverage and automation.
• Drive the commitments of the Nexthink proposal and agree KPIs with the client.
• Lead the service transition and knowledge transfer from the outgoing provider.
• Manage staffing, shifts and service coverage.
• Govern SLA compliance, escalations and continuous improvement with the client.

Skills

ITIL knowledge

SLA management

Leadership

Data analysis

Client communication

Monitoring expertise

Decision making

Education

Degree in Computer Science/Telecommunications

Tools

ServiceNow

Nexthink

Monitoring tools

Job description

OBSERVABILITY MANAGER (SERVICE MANAGER)

Are you an experienced IT operations manager with real hands‑on experience managing services under SLA? We're looking for someone who can lead end‑to‑end delivery of a critical observability service—network monitoring, device management, and platform oversight. If you've managed NOC operations, incident escalations, and SLA compliance in a real environment, this is your role.

ABOUT DXC

DXC Technology is a global leader in IT services and digital transformation. We help enterprises run mission‑critical systems while modernizing IT infrastructure across public, private and hybrid clouds. In Spain, we are one of the main IT market leaders with nearly 8,000 professionals across thirteen locations, serving over 200 customers from all industries. We work with leading companies to guide their digital transformation.

ABOUT THE ROLE

The Observability Manager is responsible for the end‑to‑end delivery of the Observability service (network, device and platform monitoring) for the client, ensuring compliance with SLAs and KPIs, prioritizing incidents, governing the relationship with the client, and driving continuous improvement. In this role, you will oversee the global operation of the service and the team, coordinating across business areas, Service Desk, L2/L3 technical teams, field technicians and providers. You will track SLA and KPI performance, review daily and weekly reports, and present results to the client, ensuring the service runs smoothly and meets agreed commitments. You will also lead the transition and knowledge transfer from the outgoing provider, manage staffing, shifts and coverage, and validate continuous improvement actions such as threshold tuning, correlation, coverage and automation, while driving the commitments of the Nexthink proposal and agreeing KPIs with the client. Service coverage is Monday to Friday, 07:00-22:00 (devices) and 08:00-19:00 (Nexthink platform).

ESSENTIAL JOB FUNCTIONS

• Oversee the global supervision of the service and the team
• Prioritize relevant incidents and manage mass alarm handling
• Track SLAs and KPIs, including proactivity, MTTD and MTTR metrics
• Review daily and weekly reports and present results to the client
• Coordinate with business areas, Service Desk, L2/L3 technical teams, field technicians and providers
• Validate continuous improvement actions such as thresholds, correlation, coverage and automation
• Drive the commitments of the Nexthink proposal and agree KPIs with the client
• Lead the service transition and knowledge transfer from the outgoing provider
• Manage staffing, shifts and service coverage
• Govern SLA compliance, escalations and continuous improvement with the client

BASIC QUALIFICATIONS

• Degree in Computer Science/Telecommunications or equivalent experience
• ITIL knowledge (incidents, problems, changes)
• Spanish and English language proficiency
• Experience managing IT operations, monitoring or NOC services under SLA
• Knowledge of ITIL (incidents, problems, changes), ServiceNow and monitoring tools
• Governance and reporting skills with clients
• Data analysis skills
• Leadership and team management skills
• Client interlocution skills
• SLA and escalation management skills
• Decision‑making skills
• Continuous improvement orientation
• Communication skills

OTHER QUALIFICATIONS

• ITIL 4 certification
• Experience in service transitions and knowledge transfer from an outgoing provider
• Knowledge of Nexthink and branch network monitoring (SD-WAN, Wi‑Fi, routers)

WHY DXC?

At DXC, you'll join an employer of choice with strong values and a people‑first culture built on inclusion, belonging and learning. You'll find real opportunities for professional development through meaningful work on leading projects for market reference clients, using leading technologies across the IT sector. We support flexibility and work‑life balance, foster an excellent work environment, and invest in continuous learning through DXC University with unlimited certifications. We act with integrity and a strong sense of corporate citizenship, building an inclusive culture with community impact. It's also a place to build for the long term, with stable employment and a competitive package of social benefits—so brilliant people can advance their careers while helping our customers succeed. If you don't tick every box, that's okay. We value attitude and the ability to learn.

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.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations—helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry‑Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.