Service Request Management Account Lead

Company Name: DXC Technology
Location: England
Posted by:

Jennifer Bigio

Jennifer Bigio

Recruitment Relationship Manager at DXC Technology

Job Description

About DXC Technology

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.com

Role Summary

The Service Request Management (SRM) Account Lead is accountable for all aspects of Service Request Management (SRM) for both non-standard and standard requests and acts as both the decision-maker and escalation point for all SRM activities for a defined sub- region of DXC accounts. This person is the Single Point of Contact (SPoC) to the Account Management team for any service request related process and tool.

Responsibilities

• Ensures Standard Global Process for Request Management are followed throughout standard and non-standard service request processes
• Manages escalated requests to determine if prioritization is needed
• Responsible to conduct a Quarterly review of the Account Profile Database and make necessary updates.
• Serves as the Single Point of Contact (SPoC) to the Account and Account Business Operations Executive (ABOE) for any issues or internal/customer escalations that may arise relating to all SRM requests. This includes being the named owner on NSSR requests for accounts under their direction.
• Reports status, progress and solution of escalated requests to the customer, Account and/or Account Business Office Executive
• Facilitates governance meetings to discuss escalated requests and other reported issues
• Ensures corporate Quality Assurance (QA) processes and tools are maintained/updated and all outgoing customer documentation meets DXC Technology Standards
• Manages Go-to-Green plans and actions
• Proactively manages customer experience
• Identifies SRM process improvement initiatives, including account specific business and pricing rules by utilizing the RGP (Request Governance Process) process
• Participates in account implementation activities to understand unique business and tooling aspects in relation to the agreement with the customer
• Attends monthly (or as needed) Account Review Meetings (Internal or Customer Facing)
• Provides knowledge of the DXC Technology Service Offerings and customer contract as it relates to SRM Orgs capabilities
• Provides information on fluctuation in demand, factors that could influence demand etc.
• Supports the delivery/distribution of NSSR related reports to Customer, DXC Technology and Supplier stakeholders
• Manages account SLA/SLO
• Accountable to manage the SRM business of the account across all stakeholder organizations
• Manage client driven approval time
• Ensures all SRM services are performed for the account per the agreed SLA’s (contract between DXC Technology and the Client)
  
  

Skills

• Strong English Written and Verbal Communication Skills
• Professional Acumen
• Strong understanding of Service Request Management Process
• Interpersonal Skills
• Ability to read and understand Contract language
• Strong Time Management
• Ability to Multi-task
• Excellent Organizational skills
• Strong Analytical Skills
• Works to a sense of urgency
• 10 years business experience with 3 years SRM experience with customer interface
• Ability to cope with peak workloads, short deadlines, and significant pressure.
• Leadership and motivational skills in large complex & virtual, cross-cultural teams.
• Ability to lead a large/virtual team
• Proven experience with project management principals
  
  

DXC Technology is committed to the development of a fully inclusive 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.

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Job function

  Information Technology

• Industries

  Information Technology and ServicesComputer SoftwareFinancial Services