Associate Manager Service Management

DXC Technology; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

DXC Technology is seeking a seasoned Service and Program Manager to oversee service delivery, drive process improvements, and coordinate client engagements in a fast-paced environment. The role focuses on maintaining SLA/KPI adherence and ensuring effective incident resolution.

The ideal candidate brings 6+ years of relevant experience, PMP/ITIL certifications, and proven leadership skills to align cross-functional teams with strategic objectives while continuously learning about industry trends

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Typically 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role.
• Proven experience in Service and Program Management.
• Proficiencies in strategic planning, team leadership, and performance management.

Responsibilities

• Assist in monitoring service quality and adherence to SLAs and KPIs.
• Provide support to the service management team in day-to-day operations and coordination of client requests.
• Engage with clients to gather feedback, address basic concerns, and provide updates on service issues.
• Collaborate with team members to support the implementation of process improvements.
• Assist in the efficient resolution of service incidents and requests, following standard operating procedures.
• Assist in maintaining service documentation and knowledge databases.
• Support the generation of service reports for client and internal use.
• Assist in coordinating resources for service delivery, optimizing resource allocation.

Skills

Service management

Program management

Leadership

Strategic planning

Performance management

Education

Bachelor's degree or equivalent

Advanced degree (preferred)

Tools

PMP

ITIL

Job description

Job Description:

Essential Job Functions:

• Assist in monitoring service quality and adherence to SLAs and KPIs.
• Provide support to the service management team in day-to-day operations and coordination of client requests.
• Engage with clients to gather feedback, address basic concerns, and provide updates on service issues.
• Collaborate with team members to support the implementation of process improvements.
• Assist in the efficient resolution of service incidents and requests, following standard operating procedures.
• Assist in maintaining service documentation and knowledge databases.
• Support the generation of service reports for client and internal use.
• Assist in coordinating resources for service delivery, optimizing resource allocation.

Basic Qualifications:

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role
• Proven experience in Service and Program Management
• Proficiencies in strategic planning, team leadership, and performance management
• Continuous learner that stays abreast with industry knowledge and technology.

Other Qualifications:

• Advanced degree in a relevant field a plus
• Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus

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.