Enterprise Service Management Specialist

Job Description:

Summary:

The ESM Specialist supports the effective delivery of DXC's Enterprise Service Management (ESM) services through customer experience management, operational escalation coordination, service quality improvement and cross-functional ITIL process governance.

The role works closely with the ESM Lead, Account Leads, technical delivery teams and customer stakeholders to support effective service delivery, coordinate operational priorities and facilitate timely resolution of service escalations.

The role supports the management and improvement of customer experience through the review of customer feedback, service performance and operational trends. Working with relevant service owners and delivery teams, the position coordinates improvement activities to support service quality, customer satisfaction and operational effectiveness.

The position also supports the ESM Lead in maintaining oversight of ITIL processes, operational governance and cross-functional coordination, contributing to consistent process execution, service improvement and effective collaboration across delivery teams.

Roles:

·       Supports the effective governance, coordination and continual improvement of ITIL processes across the account.

·       Coordinates customer experience and service quality initiatives to improve customer satisfaction and service delivery outcomes.

·       Provides a central point of coordination for operational escalations, facilitating engagement, accountability and timely resolution across delivery teams.

·       Supports the ESM Lead in monitoring the effectiveness, efficiency and consistent execution of ITIL processes across integrated suppliers.

·       Promotes cross-functional collaboration and alignment between ESM functions, service delivery teams and customer stakeholders.

Responsibilities:

·       Support governance and compliance of ITIL processes across integrated suppliers and service delivery teams.

·       Support the ESM Lead in coordinating operational priorities, governance activities and cross-functional service management requirements.

·       Manage operational service escalations, coordinating resolution activities, stakeholder communications and follow-up across delivery teams.

·       Maintain close communication with the ESM team, Account Leads and customer stakeholders to support service quality and operational effectiveness.

·       Coordinate the Customer Satisfaction (CSAT) program, including feedback analysis, reporting and service improvement initiatives.

·       Participate in the Continual Service Improvement Program (CSIP), identifying, coordinating and monitoring service improvement opportunities.

·       Analyse customer feedback, ITIL process metrics and service performance trends to identify service exposures and improvement opportunities.

Qualifications / Experience & Skills Requirements:

·       University or college degree in Computer Science, IT, IS or equivalent industry experience.

·       Minimum 4 years of IT industry experience, including at least 2 years in IT Service Management or service delivery.

·       Strong knowledge of ITIL processes, practices and service management governance. ITIL Foundation certification desirable.

·       Demonstrated experience in IT service management, service integration or operational service coordination.

·       Experience managing operational escalations and coordinating outcomes across multiple technical teams and service providers.

·       Strong customer service focus with experience in customer satisfaction, service quality and continual service improvement.

·       Ability to analyse service performance metrics, customer feedback and operational trends to identify improvement opportunities.

·       Excellent communication and stakeholder engagement skills, including the ability to interact effectively with customer representatives and senior management.

·       Strong influencing and negotiation skills, particularly in environments without direct reporting authority.

·       Demonstrated ability to build and maintain effective working relationships across technical, operational and customer teams.

·       Strong organisational, analytical and problem-solving skills with the ability to prioritise competing operational demands.

·       Sound understanding of service levels, performance metrics, operational risk and their application to service delivery.

·       Ability to exercise sound judgement, initiative and decisiveness in managing operational issues.

·       Experience with service management transitions, multi-vendor environments or Service Desk operations (desirable).

·       Must meet and maintain applicable DXC and customer security clearance requirements.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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