Líder de Servicios de Campo e Infraestructura

DXC Technology Company; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

DXC Technology Company is seeking an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support within contractual scope. You will drive operational excellence, governance, and customer satisfaction while guiding a team and coordinating with cross-functional DXC groups.

The role requires strong ITSM knowledge, SLA management, and staff planning, with a focus on continuous improvement and service delivery maturity.

Qualifications

• Bachelor’s degree or equivalent in IT, CS, Engineering, Business Administration, or related field.
• Associate degree in technical field with related experience may be considered.
• Typically requires 6+ years of relevant work experience in IT services, infrastructure, workplace services, or onsite support operations.
• Minimum of 2+ years in a leadership or service delivery role.
• Experience with ITSM processes, incident management, escalation handling, and service reporting.
• Bilingual Spanish-English capability is preferred.

Responsibilities

• Own and manage contractual delivery services within defined scope, ensuring SLAs and KPIs are met.
• Lead staffing plans, capacity forecasting, and headcount planning to meet service demand.
• Drive operational excellence and governance across infrastructure and onsite support services.
• Manage service performance and SLA adherence through reporting and escalation management.
• Lead people development, coaching, and performance management for junior team members.
• Collaborate with Service Desk, Automation, Account teams, and Global Capability teams.
• Forecast ticket volumes and resource needs to ensure coverage and continuity.
• Drive cost optimization and process improvements for better efficiency and service quality.
• Lead process transformation to improve repeatability and governance.
• Promote automation to reduce incidents and improve resolution time.
• Support incident, request, asset, and onsite operations following standard processes.
• Maintain strong customer relationships and align services with business needs.

Skills

Leadership

ITSM

SLA management

Resource planning

Problem solving

Communication

Stakeholder management

Team coaching

Education

Bachelor’s degree in IT/CS/Engineering

Associate degree in technical field

Job description

DXC Technology Company is seeking an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support within contractual scope. You will drive operational excellence, governance, and customer satisfaction while guiding a team and coordinating with cross-functional DXC groups.

The role requires strong ITSM knowledge, SLA management, and staff planning, with a focus on continuous improvement and service delivery maturity.