SC cleared or prepared to work towards clearance.
Driving Excellence in IT Service Management is key to delivering customer satisfaction and driving growth for DXC. As the Account Configuration and Capacity Manager you will be the primary subject matter expert for directing and implementing key processes and service management change for these disciplines within your assigned account. Key aspects of the role will include:
Accountability for the implementation and execution of global standards.
* Ownership of the Account Configuration Management and Capacity Management Plan
o Implement common toolsets and processes.
o Documentation & Training Materials.
o Influence the governance models within the organization to ensure that service capacity and configuration integrity is maintained.
o Define verification and audit procedures to ensure accuracy and integrity of Configuration Management Data Base (CMDB).
* Champion and foster best practice and continual process improvements.
* Drive compliance to the Configuration Management framework for the accounts covered.
* Consult and mentor operational teams to manage BAU configuration and capacity plans.
* Work closely with account leadership and PMO to ensure capacity planning is correctly managed as part of change.
* Represent the account and organization in applicable annual audits.
Activities & Duties:
* Define the capacity management plan.
* Define the configuration management plan.
* Drive implementation of process improvements.
* Maintenance of process documentation.
* Manage and address configuration and capacity related escalations.
* Oversee the reporting framework for configuration and capacity management functions.
* Enable the technical operational teams to establish performance baselines and thresholds.
* Facilitate regular capacity planning reviews with key stakeholders.
* Ensure account compliance to organizational standards and contractual obligations.
* Support the Release and Change functions in capacity as Configuration and Capacity SME.
* Stakeholder Management including Account Leadership, customer stakeholders, and 3rd party integration partners.
Skills:
* Knowledge of process supporting tools: ServiceNow will be considered a significant advantage.
* Sound understanding of related technologies (Servers, Network, Storage, Cluster, Virtualization, etc.).
* Very good knowledge of MS Office suite (especially Excel and PowerPoint).
* Process & Quality Management: planning and monitoring the performance of the process.
* Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements.
* Data Analysis: transforming data to extract information and draw conclusions.
* Problem Resolution: ability to resolve escalation issues or problems.
* Risk Management: identification and management or mitigation of risks.
* Business and Organizational knowledge.
* Service Portfolio Knowledge.
You will be highly customer focused and strive to contribute to an organization that seeks excellence and continual improvements in these areas. To enable this you will be:
* Passionate about service management, especially in the disciplines of configuration, performance, and capacity.
* Have a deep understanding of how stable configurations are critical to minimizing service disruption and how performance and capacity management are key to delivering customer satisfaction.
* Seek to influence others and inspire the best practices in service management to be adopted by your colleagues.
* Have strong presentation and communication skills.
* Be familiar with the wider disciplines of IT Service Management, especially Change Management and Project Management.
* Demonstrate diplomacy: ability to manage teams or people with tact.
* Embrace diversity: ability to understand and integrate diverse opinions.
* UK based and hold current Security Clearance, or be prepared to work towards clearance.
Experience & Qualifications:
* The ideal candidate will have ITIL expertise: V4 foundation trainings, ITIL v4 foundation qualification after max 6 months in the role.
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