client capability leader for global Service deskDXC Technology India

Job Description :
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

Client Capability Leader for Global Service Desk
DXC Technology India
Philippines
Not Specified
Not Specified