Hiring For Service Management - Chennai - F2F @ DXC Technology

The Response Manager is a key member of the Account Business Management / Service Request Management office team. He/She has overall responsibility for handling all aspects of the NSSR management within the account. This person guides the Service Request through its entire life and is the customer interface.

Primary Responsibilities

The Response Manager/ Service Request Manager

1. Very good communication & able to communicate to every levels of DXC & client
2. Proficient in ITIL framework. ITIL foundation is good to have
3. Good understanding of IT infrastructure
4. Good knowledge on Incident & Service Request. project management/ServiceCatalog management is a plus.
5. Good knowledge inexcel reports& macros. Knowledge of power BI is a plus.

• Qualify new requests and builds the proposal/quote package
• Reviews proposal/quote packages with client requestor and seeks acceptance
• Identifies and leverages appropriately skilled resources for the completion of service request proposals
• Provides input for the requests that they have been assigned and reports regularly on their NSSR in terms of response times, open requests, approved requests, key issues and so on.
• Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets.
• Ensures the solution and business case is satisfactorily defined and accepted by the customer
• Analyses non-standard service requests and HP proposals whether certain requests type should be orderable as standard service or request and transitions these type of requests
• Uses good business judgment in prioritization of service requests in line with business objectives and contractual commitments.
• Builds effective linkages within the HP organizations and other accounts;
• Establishes and ensures that appropriate Quality Assurance processes are maintained
• Meets all relevant SLAs

Education Qualification

• Business Graduates / Engineers
• More than 4 years experience in a Project Management/Coordination role.
• More than 2 years experience working on customer engagements within the Outsourcing arena
• Should be ideally PMP Certified / ITIL certified
• Excellent communication and negotiation skills across all levels of management (customer and in-house)
• Ability to work effectively in diverse, foreign and multi-cultural environments.
• Ability to cope with peak workloads, short deadlines, and significant pressure.