RR-0140611: Operations Manager - Service Desk at DXC Technology

Singapore, Singapore

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

Requirements

Demonstrate leadership and sound business acumen, showing consistency among principles, values and behaviour
Managed large Service Desk operations (minimum 50+ agents)
Hands-on experience working and running service desk for minimum 10 years
Compliance to all policies, procedures and ethical standards
Excellent analytical skills
Proven communication skills
Ideally 5 years operations/client/people management experience in Call Centre or Service Delivery or Business Management
Managerial and planning skills, as well as skills in analysis, innovation, communication and negotiation
In-depth knowledge of corporate organization and policies
Proven ability to be strong team player and sound leadership skills
Power user in MS Word, Excel and PowerPoint

Responsibilities

Financial Management (Cost recovery and Tracking)
Long-term planning to support the company’s goals
Embracing new ideas and technologies to improve services
Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization’s business goals
Communications Management (SPOC for Customer and Account team)
Create/document new procedures
Knowledgebase Submit/Review/Approvals
Managing technology vendors and service providers to ensure that the organization’s technology needs are met
SLA Management
Customer Satisfaction
Audit and Records Management
Standards and Policies Management
Problem Management
Escalation Management
Disaster Recovery Management
Security Management
Process Improvement & Integration
Adhere to all DXC Policies & Procedures – Including Security and SOBC
Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation
Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer

Skills

Key technologies and capabilities for this role

Service Desk ManagementSLA ManagementFinancial ManagementITILKnowledgebase ManagementVendor ManagementCustomer SatisfactionAudit ManagementLeadershipAnalytical Skills

Questions & Answers

Common questions about this position

What experience is required for this Operations Manager role?

Candidates need minimum 10 years of hands-on experience running service desk operations with 50+ agents, plus ideally 5 years in operations/client/people management in Call Centre or Service Delivery.

What key skills are needed for this position?

Required skills include leadership, analytical skills, communication, negotiation, influencing others, managerial and planning skills, and power user proficiency in MS Word, Excel, and PowerPoint.

What is the work arrangement or location policy?

The work model prioritizes in-person collaboration while offering flexibility to support wellbeing and productivity.

What is the company culture like at DXC Technology?

DXC Technology emphasizes strong connections, community, in-person collaboration, flexibility for wellbeing and productivity, leadership, trust-building, and developing others.

What makes a strong candidate for this role?

A strong candidate has proven leadership, 10+ years managing large service desks (50+ agents), skills in financial management, SLA management, process improvement, and being a team player with excellent communication.

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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