On-site - Incident Manager

Job Description:

Job Description:
• Responsible defining and documenting the DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and be a process manager for these.
• Link customer processes with DXC operational procedures.
• Support the customer process owners in improving the maturity level of the customer processes.
• Reports and follow up Service Level metrics on a weekly and monthly basis.
• Work closely with delivery to ensure SLAs and KPIs are met through all the service components.
• Initiate service improvements with regards to availability, performance, service demand and cost.
• Ensure all service deliverables are implemented and measured through service level metrics.
• Identify and recommend reporting improvement, delivery projects, contract changes when required.

Customer Management
• Establish and run a governance model with the relevant customer service management owner(s) and...