CES Service Management Lead

DXC Technology Inc.; Kariega; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A global technology services company seeks a CES Service Management Lead in Kariega. This role involves overseeing managed services delivery, ensuring compliance with service obligations, and enhancing operational excellence. Candidates should have over 8 years in IT service management, ITIL familiarities, and strong leadership skills. The position requires excellent communication abilities, a Bachelor's degree in a relevant field, and eligibility for UK security clearance. Opportunities for travel may arise.

Qualifications

• 8+ years of experience in IT service management, with at least 3 years in a leadership role.
• Strong knowledge of ITIL framework and service management tools.
• Experience managing AMS for various application types.

Responsibilities

• Oversee delivery of AMS in line with contract obligations.
• Manage incident, problem, change, and release management.
• Act as the main client contact for AMS-related matters.

Skills

IT service management

Strong communication skills

Stakeholder management

Negotiation skills

Experience with ITIL tools

Familiarity with DevOps practices

Education

Bachelor’s degree in Computer Science or related field

Service management certification (ITIL)

Tools

ServiceNow

Remedy

Job description

CES Service Management Lead

Due to the customer requirements successful applicants must be eligible for high level UK Security clearance. Some travel to DXC & Customer sites may be required.

Role Summary

As part of our overall investment and growth strategy in the UK we are hiring Service Management Leads to join our team. The Service Management Lead is responsible for overseeing the delivery and governance of a managed service (AMS) to an end client. This role ensures that all CES (Applications, Data & AI) and wider DXC management and support activities meet agreed service levels, comply with contractual obligations, and deliver value to the client. The Service Management Lead acts as a key interface between the client and the delivery teams, driving operational excellence and continuous improvement.

Key Accountabilities and Responsibilities

• Ensure end-to-end delivery of AMS in line with the contract obligations including any SLAs and KPIs.
• Oversee incident, problem, change, and release management processes.
• Coordinate with application support teams to ensure timely resolution of issues.
• Act as the main point of contact for the client for all AMS-related matters.
• Conduct regular service review meetings and provide performance reports.
• Manage client expectations and ensure high levels of customer satisfaction.
• Implement ITIL-based service management practices.
• Ensure compliance with security, regulatory, and audit requirements.
• Maintain accurate documentation of processes, policies, and service reports.
• Identify opportunities for process optimization and automation.
• Drive initiatives to improve service quality and reduce operational costs.
• Lead and mentor service delivery teams, including L1/L2/L3 support.
• Liaise with any 3rd party providers to ensure end-to-end service.
• Ensure proper resource allocation and skill development.
• Foster a culture of accountability and performance excellence.
• Manage change requests and maintain proper documentation.
• Identify opportunities for additional work that provides value to the client and new revenue streams for DXC.

Essential Skills/Qualifications/Attributes

• 8+ years of experience in IT service management, with at least 3 years in a leadership role.
• Strong knowledge of ITIL framework and service management tools (e.g., ServiceNow, Remedy).
• Experience in the use of IT observability and monitoring tooling.
• Experience in managing AMS for a range of application types (Custom Applications, Enterprise Applications, Packaged Applications, Data & AI platforms and services).
• Excellent communication, stakeholder management, and negotiation skills.
• Willingness to travel to client locations if required.
• Eligibility for UK secure clearance.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• Service management certification e.g. ITIL.
• Familiarity in DevOps and Agile practices in the context of a managed service.

Desirable Skills/Qualifications/Attributes

• Software development and Quality Assurance delivery experience.

Equal Opportunity and Diversity Statement

DXC Technology is committed to the development of a fully inclusive and sustainable workforce. All applications for employment are assessed purely on merit, against the capabilities and competencies required for the role. DXC Technology does not discriminate on the basis of gender, ethnic origin, race, faith, or sexual orientation.