EOI: Service Request Manager

at  DXC Technology

JOB DESCRIPTION:

DXC Technology (NYSE: DXC) 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 alliance 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.technology
An exciting opportunity now exists in the Service Management team for a Service Request Management co-ordination and Governance role with the existing SM team.
This role will be working across Government Agencies.

ROLE DESCRIPTION

• Governance
• Chairs SRM governance forums
• Manages Service Level Performance
• Process review and alignment to global process
• End to end SRM process delivery
• Initiates and drives to completion Continuous Service Improvements (CSIs)
• Receives, reviews and validates service request tickets as required
• Reviews SLA Breaches
• Customer survey
• Quality Assurance
• SRM Escalation Management
• Customer meetings - Supports the Client Delivery Manager by attending client meeting in a supporting capacity
• Aged tickets
• SRM Governance
• Review Workflows to ensure accuracy
• Resource management – Coordinates staff schedules to align with the team’s service request management delivery objectives. Directs activities of multiple employees operating across a variety of shifts and geographies for agencies in scope, encompassing all SRM services
• Project - Coordinates requests involving multiple services, confirm customer acceptance and satisfaction upon completion of the request
• Ancillary Review (Customer)

NOTE:APPLICANTS MUST BE AUSTRALIAN CITIZENS AT THE TIME OF APPLICATION. IF YOU ARE LOOKING FOR YOUR NEXT ROLE AND ARE LOOKING FOR REMOTE WORK, PLEASE APPLY!

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.
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