Client Capability Leader for Global Service Desk

Client Capability Leader for Global Service Desk

Company Name Confidential
Metro Manila / NCR
2-5 years
Not Specified

Job Description

Role Type: Individual Contributor
Job Description:
The Global Service Desk Client Capability Lead (CCL) is responsible for the services delivered out of the DXC Service Desk locations to the DXC Account Team and Customer.
A Client Capability Lead (CCL) is an experienced business professional that works with Service Desk Operational Teams and DXC Client Account Leadership to provide world-class Service Desk services. They act as the liaison between the Account team and Service Desk operations. The CCL handles client issues, changes in processes; new process creation, work movement and much more by working in conjunction with all appropriate parties to ensure all requests and issues are handled in a timely fashion.
The CCL will be required to join Account meetings and Client meetings when required and be expected to participate in operational activities.
Authority:
• This position has the authority to approve:
• Changes to monthly flash
• Submission of financial year budgets
• End of Month SLA reporting
• Staffing changes and efficiency planning
• Approve Service Desk costs to account
• Act as a Delegate of the Account Delivery Manager if required
Responsibility:
The Global Delivery Lead has the overall responsibility for the CCA team, including but not limited to:
 Ensuring monthly expected revenue and expense are in line with budget and flash
 Ensuring there are zero SLA breaches without appropriate mitigation and recovery plans in place
 Providing timely feedback to management regarding issues affecting the quality of service to the client
 Producing overall monthly continuous improvement plans to share with DXC / Client
 Manage Service Desk Services delivered to the Account team from DXC Technology delivery locations
 Responsible for the SLAs and KPIs delivered from the Service Desk teams
 Actively support DXC Technologies roadmap through Service Desk transformation and Bionix Journey
 End-to-end process involvement (knowledge base and ticket management)
 Acts as the escalation point for Client comments, process improvements
 Providing Billing of Service Desk services and reports to the Account team
 Manages requests for changes in service
 Supporting the sales and implementation of new business, or movement of current work
 Working with a variety of existing customers and potential customers
 Providing a communication channel between the client account team and the Service Desk operations team
 Adherence to company standard operating procedures
 Promoting and maintaining positive customer relations utilizing service excellence techniques and contribute to a positive work environment
 Investigating customer problems and provide appropriate follow-up
 CCL may need to travel to DXC and Customer Sites when required.
Experience
 Experience in Service Desk Services
 Experience delivering services in an ITIL Environment
 Knowledge of Call Centre practices
 Highly Customer Focused
 Financial and Risk Management
 ITIL V3 (Preferred)
 Educated to Degree Level
 Strong grasp of Incident, Problem and Change Management processes
 Leadership qualities and a pioneer of change
 Strong Team Building and Motivation skills
 Experience managing operations of 24x7x365

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