Job Description:
DXC Technology (NYSE: DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. 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 mission critical IT services that move the world. DXC.com
As part of DXC Technology, we offer speed and agility with thought leadership on a global scale. This allows us to design and deliver innovative market-leading solutions that enable clients to transform their businesses and the broader market.
DXC Australia and New Zealand Enterprise Applications Practices help customers develop, integrate, implement and manage enterprise applications, including SAP, Oracle, Microsoft, ServiceNow and Salesforce.
The Role
An opportunity has arisen for an experienced Delivery Operations Leader to join our DXC family in Australia, to support Australia and New Zealand EAS Practices.
We are seeking an experienced Delivery Operations Leader to manage EAS Practice Delivery Operations within our Managed Service Provider model for the Australia and New Zealand EAS business. The Operations Leader will govern the smooth and efficient delivery of customer operations, focusing on the seamless integration of new or modified services across our extensive client base.
This role requires strong leadership skills, excellent communication abilities, and a deep understanding of Managed Services models, IT service management principles, risk management, security, compliance, and governance reporting.
The ideal candidate will drive operational excellence and cultivate a culture of continuous improvement, ensuring high-quality service delivery tailored to the diverse needs of our customers.
Responsibilities:
- Team Management: Lead the ANZ EAS Service Desk and Delivery Support Systems team.
- Systems/Tools: Accountable for managing delivery support systems (IT Service Management, Reporting, Risk and Compliance etc.)
- Delivery Reporting: Establish and maintain a comprehensive service governance reporting framework for operational metrics and performance indicators. Provide regular insights and reports to the SLT to support strategic decision-making.
- Security Operations: Collaborate closely with practice delivery teams to ensure the implementation of security standards and compliance measures. Monitor security operations to mitigate risks and enhance the security posture of managed services.
- Service Improvement: Implement a unified approach to integrate delivery support systems, fostering seamless communication and collaboration across teams. Leverage data analytics to identify pain points and automate repetitive tasks, ultimately delivering a faster and more responsive service experience for customers.
- Governance Oversight: Ensure effective governance of managed services delivery practices, maintaining compliance with ITIL, ISO, and NIST frameworks. Monitor adherence to established standards and drive continuous improvement initiatives.
- Stakeholder Engagement: Build and maintain strong relationships with key stakeholders across ANZ EAS practices. Facilitate discussions to align priorities and foster a culture of collaboration and innovation.
- Risk Management: Collaborate with the practice delivery leadership to identify, assess, and mitigate operational risks associated with managed services delivery. Implement risk management strategies aligned with organisational objectives.
- Strategic Planning: Contribute to strategic planning initiatives by providing insights into managed services operations. Collaborate with senior leadership to define goals and establish a roadmap for achieving operational excellence.
- Training and Development: Lead training initiatives to ensure that all teams are equipped with the knowledge and skills to utilise business support systems effectively. Promote best practices in managed services operations.
Requirements and skills
- Minimum 15 years of experience in delivery operations and service management within a Managed Service Provider environment.
- Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field
- Certification in IT service management frameworks, such as ITIL v4 is mandatory.
- Security Certifications (CISM or CISSP) is a plus.
- Proven experience in managing delivery operations, with a focus on service delivery, risk management, and compliance.
- Strong understanding of Managed Services models and IT service management principles, particularly in security and governance reporting.
- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities and deadlines simultaneously.
- Strong change management skills, with the ability to implement and manage changes effectively.
- Knowledge of industry regulations and compliance standards relevant to IT services.
- Proven track record of fostering a culture of continuous improvement and operational excellence.
- Ability to mentor and develop team members, fostering professional growth and enhancing team capabilities.
- Proficiency in project management methodologies and tools, such as Agile or Waterfall, to support operational initiatives.
- Experience with vendor management and contract negotiation is a plus.
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