Field Services Lead: Infrastructure & Onsite Support

DXC Technology Morocco; Ciudad de México; On-site; MXN 800,000 - 1,000,000; Full time

Job summary

DXC Technology Morocco seeks an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support within contractual scopes. You will drive staffing plans, SLA adherence, and continuous improvement while collaborating with Service Desk, Automation, and Global Capability teams.

Ideal candidates bring 6+ years in IT services, strong ITSM knowledge, and experience leading operational teams with a focus on customer satisfaction and performance metrics.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or related field preferred.
• Associate degree in a technical field with related experience may be considered.
• Experience with ITSM processes, incident management, request management, escalation handling, continuous improvement, and service reporting is desirable.

Responsibilities

• Own and manage contractual delivery services within the defined scope, ensuring operational commitments, SLAs, KPIs, and customer expectations are met or exceeded.
• Lead resource management activities including staffing plans, capacity forecasting, headcount planning, retention, scheduling, and workload alignment to meet service demand.
• Drive operational excellence across infrastructure and onsite support services by monitoring performance, identifying risks, and implementing corrective actions.
• Manage service performance and SLA adherence through proactive governance, reporting, issue tracking, and escalation management.
• Lead people development activities including coaching, performance management, skills development, feedback, and support for junior team members or supervisors.
• Partner with Service Desk, Automation teams, Account teams, customer points of contact, Global Capability teams, and other DXC functions to align service execution and business outcomes.
• Forecast ticket volumes, service demand, and resource needs to ensure appropriate coverage and continuity of support.
• Drive improvement projects focused on cost optimization, budget awareness, Total Customer Experience, operational efficiency, productivity, and service quality.
• Lead process transformation initiatives to achieve departmental objectives and improve repeatability, governance, documentation, and service delivery maturity.
• Promote automation and proactive incident reduction plans to reduce recurring issues, improve resolution time, and strengthen service reliability.
• Support incident, request, infrastructure, asset, and onsite support operations by ensuring teams follow standard processes, contractual requirements, and customer procedures.
• Maintain strong customer relationships up to senior stakeholder level by communicating clearly, managing expectations, and ensuring service alignment with business needs.

Skills

Leadership

SLA management

Incident management

Capacity planning

People management

Communication

Spanish-English

Education

Bachelor’s degree in IT

Tools

ITSM tools

Job description

DXC Technology Morocco seeks an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support within contractual scopes. You will drive staffing plans, SLA adherence, and continuous improvement while collaborating with Service Desk, Automation, and Global Capability teams.

Ideal candidates bring 6+ years in IT services, strong ITSM knowledge, and experience leading operational teams with a focus on customer satisfaction and performance metrics.