DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver technology services that move the world. DXC.com

We are looking for a IT Change Manager to join the team in NZ. Preferably Wellington.

• ITIL Cross Functional Management is a working across multiple key processes defined under the ITIL framework. Its goal is to provide management an oversight to across the full ITIL stack, to drive operational effectiveness, efficiency, and governance of the ITIL processes to ensure business continuity.
• The successful candidate will be managing the delivery of ITIL services across multiple vendors and resolution groups.
• The candidate will work closely with the SMO team, SM lead, Account managers, Assigned Service Providers (internal and external) and Client representatives.
• They will possess comprehensive knowledge of the delivery organization and will be able to navigate quickly through the various organizations to resolve incident handling issues and/or problems escalated to their attention.

Roles:

• Has end-to-end accountability one or more ITIL processes, standards, and strategic direction of the process within the account.
• Responsible in ensuring all the various process components are executed through the many different organizations.
• Works with the SMO lead team to ensure the collection and reporting of owned ITIL processes.
• Reviews the effectiveness and efficiency of the owned ITIL processes

Responsibilities:

• Governs and manages the customer, DXC and other Integrated Suppliers to be compliant with the accounts ITIL process.
• Follows the customers contractual requirements on the accounts, following the guidance of your accounts Service Management Lead.
• Maintains close contact and communication channels with SMO team to ensure high quality service requirements are met.
• Participate in the CSIP (Continuous Service Improvement Program) and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers
• Conduct trend analysis on owned ITIL processes within the supported production environments. Does this with collated results from all suppliers to come up with a single view for the customer to make informed IT decisions.
• Review and evaluate service records to ensure handling of SLA’s is determination. Validate detail content to ensure all required information is accurate.
• Analyze process metrics to identify and recommend improvements, improve productivity, and increase client satisfaction. Provide proactive analysis reports and raise service exposures.
• Analyze the data collected to support and measure the progress in process improvement efforts and to validate best practices.
• Apply ITIL 4 framework - Apply knowledge of the Information Technology Infrastructure Library (ITIL) framework and its importance in the IT industry.
• Be available for on-call rostering on accounts where required.

Qualifications / Experience & Skills

• University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
• Overall, 4 or more years of IT Industry experience with at least two years of relevant industry experience.
• Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.
• Strong ITSM Process depth and breadth for ITIL functions.
• Strong Service Management knowledge. ITIL Foundations or ITIL Managers Certificate
• Must meet and maintain security clearance requirements of DXC and relevant client(s).
• Service Integration, ITIL functional management, Service Desk Team Leader or Problem Management Experience
• Continuous improvement and trend analysis proven experience and results.
• Service Management transition projects to/from IT outsourcer (desirable)
• Implementing ITIL Incident Management processes
• Previous service integration experience (desirable)
• Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills. Should be capable of explaining technical concepts in non-technical client facing language.
• Good understanding of service levels and other performance metrics, their meaning and applicability.
• Influential, especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customer-facing skills.
• Team player: Ability to effectively interact with people at all levels worldwide.
• Strong negotiation skills.
• Ability to apply sensible risk management.
• Well-developed team skills.
• Strong analytical and problem-solving skills.
• Quick thinking and decisiveness.
• Creative and innovative skills.
• Ability to build and maintain client relationships.
• Strong process management skills.

NOTE: NZ Citizen or Permanent Residents needed due to client requirements.

We are an Equal Opportunity Employer

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.



Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

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