Customer Experience Manager

About DXC
Delivering eXcellence for our Customers and Colleagues
DXC Technology is a Fortune 500 global IT services leader. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship. We are DXC.
What we do
We deliver the IT services our customers need to modernize operations and drive innovation across their entire IT estate.
We provide services across the Enterprise Technology Stack forbusiness process outsourcing,analytics and engineering,applications,security,cloud,IT outsourcingandmodern workplace.
How we work
Every day, we earn our customers’ trust by delivering transformative technologies to ensure the success, safety and well-being of businesses and people worldwide.
Weprovide world-class IT services at scalefrom our Global Innovation and Delivery Centres in North America, South America, Europe, Asia and Australia. Our globally connected centres enable us to solve complex technology challenges and transform our customers’ businesses through our dedicated delivery workforce of more than 110,000 people. With globally distributed teams and rich engineering skills, DXC offers competitive solutions to address customers’ cost, regulatory, language and business continuity requirements.
We leverage the power of partnerships through our curatedDXC ecosystem of technology leaders. By combining strengths and expertise globally, we create solutions and deliver greater outcomes for customers across the Enterprise Technology Stack.
Our values
Ourvaluesare the fabric of DXC. They bind us together regardless of where or how we work and position us to succeed on our transformation journey.
The Role
DXC is looking for an experienced Account Run Lead to manage critical services into one of DXC’s blue chip clients.
This is a highly customer facing role as you will be required to liaise and manage a multi-tiered delivery model with multiple stakeholders from within DXC, the Client and third-party providers.
You will be responsible for all end-to-end Service Run Operations activities as part of the account delivery team. This is an onsite role based in Corsham, with a shift schedule of 1 week in the office and 1 week at home or a similar arrangement.
You will be accountable for delivering:
KPI / SLA targets
Contractual deliverables, obligations, and cost of service (in line with Plan of Record (PoR)
Year on Year cost reduction through continuous delivery improvements, efficiency and innovation aligned to the Account Operating Plan
Improved customer experience and advocacy
Main Responsibilities
Accountable for end-to-end run delivery of agreed KPIs and SLAs, agreed cost and quality, per budget/forecasts
Acts as Single point of Contact (SPOC) for the Run service outcomes to the account and delivery teams
Work across delivery teams to be the single service owner responsible for meeting SLAs
Ownership of account run cost management and optimization plans aligned with business requirements and communicated to the client
Approver of all new services introduced into production ensuring zero SLA impact
Serve as escalation point for P1 run incidents ensuring Service Delivery teams respond accordingly and effective communication through to the end client.
Conduct service delivery reviews for the continual service improvement (CSI) plans and strategic programs
Act as delivery run expert and advise the ADL and client on recommendations for improvements to infrastructure and services or innovation opportunities
Work closely with the Account Delivery Lead to support the account’s growth agenda
Assure security compliance along with BCP/DR commitment
Required Skills
Client engagement: Builds and manages client relationships to solve client's delivery run problems and acts as SPOC for the run service outcomes
Industry knowledge: Ability to understand trends in the market and the client’s strategic direction
Portfolio knowledge: Ability to fully understand DXC’s portfolio and manage capability-related work
Prospecting and qualifying leads: Ability to leverage client relationships to identify shifting or emerging opportunities.
Account plan: Ability to align productivity and cost optimization plans with business requirements and communicate to the client as required
Drive and Determination: Ability to drive proactive continuous improvements, oversee risk management, advise internal and external partners and the ability to manage urgent and complex tasks simultaneously
Leadership: Ability to drive a diverse team of employees and suppliers to deliver outstanding service to our clients and to be the evangelist of the service to our clients
Operations Management: A deep understanding of IT operations with a proven ability to apply logical leadership to difficult IT related issues and bring forward near and mid-term improvement opportunities.
Service Management: A solid background in IT service management
Clearance
Due to the nature of our client accounts, you will either hold Security Clearance or be able to hold. Criteria includes being a British Citizen with no dual citizenships and has lived in the UK for the last 5 years consecutively.
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