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Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

The Account Run Lead (ARL) is a key role which integrates all run delivery services and activities to the account and the client. The ARL acts as the client facing delivery Single Point of Contact (SPOC) for services provided by the relevant Integrated Delivery Hub (IDH) to their account as well as any non-hub teams delivering run services to the account. The ARL will have line of sight to the contractual services sold to the client and represent the single interface to the Account Delivery Lead (ADL) for those services.

The ARL will advise the ADL and client on recommendations for improvements to infrastructure, applications and supported services to enable reliable service delivery while demonstrating the innovation DXC brings to our clients.

The ARL will have end-to-end accountability for a sold service and outcomes for a client across regional boundaries. This includes meeting contractual SLAs, including Incident Time-To-Resolve (TTR), Availability, Problem RCA turn-around time and Change success and all KPIs and measures of success defined in the contract and by DXC. The ADL will integrate services from all regional and global delivery hubs, Practices and subcontractors to meet contracted services.

Primary responsibilities include:

• Working across delivery teams to be the single service owner responsible for meeting service contractual SLAs
• Contributing to stability and margin growth for the service provided
• Delivering annual cost reduction as agreed during the deal and fiscal year financial reviews
• Ensuring the labour and technology costs for the service are in line with the Plan of Record (POR) to help achieve target margin
• Acting as a trusted partner of the delivery teams, account and the client
• Ensuring the offering delivery leaders are aware of the client’s most critical infrastructure, applications and most stringent contractual targets so they can deliver great service, meet SLAs and avoid service credits/penalties and meet the operational obligations aligned to the client’s security policies
• Participating in client account reviews as requested by the ADL
• Leading the Account Delivery Reviews, Hub functional reviews, Start of Day (SOD) and attending operations meetings within the Hub organizational structure
• Conducting service delivery reviews with the delivery and hub leads, reviewing the Continual Service Improvement (CSI) plans and strategic programs (e.g. Bionix, VC, Lean, Security)
• In conjunction with the Account Delivery Leader and Delivery Leads, ensuring that the data in the Bionix Account Profile section is accurate and up to date each month
• Driving Assurance and Compliance requirements as defined in the contract and company policies, ensuring these requirements are successfully established and maintained for the account
• Ensuring a Business Continuity Plan (BCP) is in place and linked to the client BCP
• Production sign-off – the ARL is the single authority to sign-off on what goes into production environments and ensures delivery can restore the service in alignment with contractual SLA requirements
• Interfacing with Project Services (iBuild), Design (iEnhance), Run Function Leader, Account Security Officer, the Delivery Hub Leader and Practice Leader
• Escalating high severity incidents and leading the escalation and resolution process until resolution is achieved
• Ensuring effective flow of information between account, hub and Practice delivery
• Providing timely and accurate delivery and financial reporting
• Demand forecasting and capacity management
• Anticipating and managing operations delivery and cost performance issues on behalf of the ADL, and proactively communicating their potential impact
• Promoting the adoption of standard delivery processes and tools
• Managing operational change
• Maintaining effective operational controls and client governance in areas including but not limited to, Configuration Management, Change Management, Lifecycle Management, Capacity Management and Risk Management
• Working with hub functional teams to meet availability SLAs and KPI success metrics
• Collaborating with the Delivery Hub Lead, Account Security Officer, Practices and Functional Leads to optimize operational performance
• Representing delivery risk and mitigation planning and interlock with account and client
• Partnering with the ADL and APL to review project delivery plans and improvement opportunities
• Leading service transition to operations to avoid impact to sold services
• Vendor partner performance management and capacity and financial planning

In alignment with our commitment to fostering a flexible and dynamic work environment, we have adopted a hybrid working approach that acknowledges the importance of in-person collaboration while recognising that the determination of your work location will be based on a range of factors to ensure both individual preferences and operational requirements are met.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.