Account Run Lead

at  DXC Technology

JOB DESCRIPTION:

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 an Account Run Lead, to run delivery services and activities to the account and the client.
Due to client requirements, you’ll need to have be an Australia Citizen/PR. There is an on-call requirement. The role is customer facing and will also include customer onsite presence, roughly 50% of the time.

Key Points of the role:

• 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

Trust, Transform & Thrive with a company whose mission is to lead clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today’s rapidly changing technologies.
If you are a self-starter with a strong customer focus and a results oriented approach complimented by your strong verbal and written communication skills, we would like to hear from you.
Your working environment
Virtual/flexible/on-site/travel
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

Key Points of the role:

• 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 plannin