ITSM Manager & Capacity Manager - Associate Manager at DXC Technology

Riyadh, Riyadh, Saudi Arabia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

Requirements

Bachelor's degree in a relevant field or equivalent combination of education and experience
Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in ITSM and capacity management roles
Effective communication skills
In-depth knowledge of ITIL; ITIL Foundation certification required
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and capacity monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor)
Strong analytical, problem-solving, and stakeholder management skills
Ability to interpret technical data and present meaningful insights to both technical and business audiences
Proven experience in infrastructure technology management
Proficiencies in technical knowledge and teamwork
A continuous learner that stays abreast with industry knowledge and technology
(Other/Preferred) An advanced degree in a relevant field is a plus
(Other/Preferred) ITIL Intermediate or Managing Professional certifications
(Other/Preferred) Experience in budget and cost optimization tied to capacity usage

Responsibilities

Lead and manage ITIL-based service management processes including Incident, Problem, Change, Request, and Release Management
Own the ITSM roadmap and ensure alignment with business goals and compliance standards
Oversee the ITSM toolset (e.g., ServiceNow, BMC, Cherwell), including process automation and reporting
Maintain SLAs/OLAs and ensure performance tracking and service reporting
Facilitate service reviews, drive continual service improvement (CSI) initiatives, and manage stakeholder expectations
Collaborate with IT and business teams to optimize service delivery and ensure consistent adoption of ITSM practices
Assist in the management and operation of infrastructure services, providing support to the team
Contribute to the implementation of infrastructure strategies and projects
Monitor and analyze infrastructure performance, usage, and trends across servers, networks, and cloud resources
Forecast future capacity requirements based on business growth, projects, and system changes
Collaborate with infrastructure, application, and business teams to align capacity with strategic objectives
Identify bottlenecks, risks, and under/over-utilized resources; recommend proactive actions
Develop capacity plans to support project delivery, operational stability, and budget forecasting
Produce regular reports and dashboards showing key capacity and performance metrics
Participate in the implementation of best practices and process improvements within the infrastructure services

Skills

Key technologies and capabilities for this role

ITILServiceNowBMCCherwellIncident ManagementProblem ManagementChange ManagementRequest ManagementRelease ManagementCapacity PlanningSLA ManagementInfrastructure ManagementCloud ResourcesContinual Service Improvement

Questions & Answers

Common questions about this position

What qualifications are required for this ITSM Manager & Capacity Manager role?

Candidates need a Bachelor's degree in a relevant field or equivalent, typically 6+ years of relevant work experience with at least 2+ years in ITSM and capacity management, ITIL Foundation certification, and hands-on experience with ITSM platforms like ServiceNow or BMC Remedy and capacity tools like SolarWinds or Azure Monitor.

Is this position remote or hybrid?

This is a hybrid role.

What is the salary for this Associate Manager position?

This information is not specified in the job description.

What key skills are essential for success in this role?

Essential skills include effective communication, strong analytical and problem-solving abilities, stakeholder management, and the ability to interpret technical data and present insights to technical and business audiences.

What experience makes a strong candidate for this position?

A strong candidate has proven experience in infrastructure technology management, in-depth ITIL knowledge with Foundation certification, and hands-on expertise with ITSM tools and capacity monitoring platforms, along with 6+ years of relevant experience.

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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