Job Description:
The RSDL is the single point of contact and accountability for the Workplace and End User Run Services to the account and delivery for the Americas region?
Working across 4 Americas ASDM DTMS delivery teams, ensure Service Level Agreements (SLAs) are consistently met?
Within DXC SAP DTMS work as a part of the Global team with a designated focus on a client Workplace and End User services for the Global SAP account. ?
Interfering with 3rd parties delivering RUN services to the account whereas agreed and applicable, site support with multi-vendor, Modis, Damovo and many others.?
Supporting and guiding ASDMs on improvement and efficiency initiatives as per the RUN delivery model. Acting as a principal contact for service offering objectives, reporting methods, operational and tactical issues.?
Provides leadership, direction and timely updates on account changes and shifted priorities to Global Account Run Lead for MW. ?
Is a capable leader in supporting and executing the delivery of the regional site support transformation as part of modern management and shift left program adopted by SAP.?
Contributing to the account margin by driving recommended cost management activities, productivity programs and delivery consolidation footprint?
The RSDL is the escalation point for high severity incidents. Leads escalation and restoration process until resolution is achieved. Leads incident reviews for major outages
Prior demonstrable experience in organizational change management and the re-alignment to knowledge support staff model ?
Ability to manage through the tactical issues while maintaining a focus on strategy execution.?
Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support?
Ability to build & manage strong customer relationship at the senior level, Strong influence & negotiation skill?
Ability to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively?
Ability to proactively & effectively manage risk on medium to high-risk projects?
Broad knowledge of design, build, integration, deployment and provisioning of workplace, end user environments and services?
Information Technology Information Library (ITIL)/Information Technology (IT) Service Management (ITSM) experience?
Experience working with Technology customers (not essential, preferred)?
Experience with workplace and mobile appliances (IPad, Laptop, Desktop PCs, tablets, printers)?
First Level University Degree or equivalent combination of education and experience.?
5 - 8 year's relevant business experience in mobility and workplace services?
Multi-cultural and x-country experience desired, English speaking?
Succinct communicator ability to mentor site support staff through change ?
Develops & consistently applies Quality & Continuous Improvement Plans?
Crisis & conflict management
Excellent verbal and written communication skills in local language + English?
Good interpersonal skills?
Proficiency in leading both physical and virtual teams?
Experience in dealing with third party-provided services?
Operational ability in a diverse, large-scale environment?
Exceptional customer-facing skills?
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery?
ITIL (Information Technology Infrastructure Library) principles?
Expertise in people management and leadership?
Strong organizational skills?
Capacity to train and guide junior team members?
Ability to manage and prioritize tasks efficiently?
Solid resource planning and problem-solving skills?
Demonstrates a proactive attitude
Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $73,100 - $135,700.
Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.
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