Field Services Operations Manager

DXC Technology Morocco; Ciudad de México; On-site; MXN 800,000 - 1,100,000; Full time

Job summary

DXC Technology is seeking an Associate Manager to lead the day-to-day delivery of infrastructure, workplace, and onsite support services within the agreed contractual scope. This role blends operational leadership with technical understanding, people management, customer engagement, SLA ownership, and continuous improvement to ensure high-quality service delivery.

You will partner with Service Desk, Automation teams, Account teams, and capability groups to align service execution with business

Qualifications

• 6+ years in IT services or related areas.
• 2+ years in leadership or service-delivery roles.
• Experience with ITSM, incident and escalation handling.
• ITIL Foundation or similar certifications are a plus.
• Bilingual Spanish-English required.

Responsibilities

• Own and manage contractual delivery services within defined scope, meeting SLAs and KPIs.
• Lead staffing plans, capacity forecasting, and workload alignment to service demand.
• Drive operational excellence through performance monitoring and corrective actions.
• Govern service performance and SLA adherence with reporting and escalation.
• Lead people development, coaching, and performance management.
• Partner with Service Desk, Automation, Account teams, and capability units to align outcomes.
• Forecast ticket volumes and resource needs to ensure coverage.
• Drive cost optimization, budget awareness, and total customer experience improvements.
• Lead process transformation to improve governance and service maturity.
• Promote automation and proactive incident reduction; reduce recurring issues.

Skills

Leadership

SLA management

Resource planning

Stakeholder management

ITIL/ITSM knowledge

People development

Analytical thinking

Communication

Problem solving

Process improvement

Education

Bachelor’s degree in IT/CS/Engineering

Associate degree in technical field

Job description

DXC Technology is seeking an Associate Manager to lead the day-to-day delivery of infrastructure, workplace, and onsite support services within the agreed contractual scope. This role blends operational leadership with technical understanding, people management, customer engagement, SLA ownership, and continuous improvement to ensure high-quality service delivery.

You will partner with Service Desk, Automation teams, Account teams, and capability groups to align service execution with business