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Infrastructure Service Delivery Manager

2 weeks ago

Singapore DXC Technology Full time

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

Roles in this Job Family design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, SAP basis, public clouds, private clouds, datacenter technologies, containers, middleware, DBs, Modern Device Management, Intelligent Collaboration, IT (HW&SW) Asset Management Services, Field Services and Technical Service Desk.

**Essential Job Functions**:

- Assist in the management and operation of infrastructure services, providing support to the team.
- Contribute to the implementation of infrastructure strategies and projects.
- Help maintain the performance and availability of infrastructure systems while troubleshooting issues.
- Collaborate with other teams to understand their infrastructure requirements and support design and/or implementation.
- Participate in the implementation of best practices and process improvements within the infrastructure services.
- Assist in the development of infrastructure documentation, including policies, procedures, and reports.
- Contribute to the optimization of resource allocation for infrastructure tasks and projects.
- Effective communication to provide support and collaborate with team members.

Report
- Provides weekly/monthly/quarterly/annual reports designed around the success/measurement metrics
- Provide improvement opportunities with an action plan if applicable
- Generate charging/billing report with clear indicator of work done.

Coordination
- Gather and receive feedback on the contractors' work performances.
- Coordinate and guide the contractor staff on improvement of services.
- Schedule and manage resources to ensure sufficient allocation.

Training
- Design training plan for existing SOW and new services that might be added.
- Provide and manage training schedules to ensure technical proficiency requirements are met.

Site-Lead
- As internal on-site team's operation lead, which is the PoC and semi-business partner to users

Difference in task and resource assignment between site owner and service delivery lead.
- Direct BAU operation and monitor daily ticket situation.
- Assign operation tasks based on the business requirements.
- Operation escalation point.
- Review ticket metrics to identify gaps and improvement opportunities

Service Delivery Lead
- Assign resources for Ad-Hoc tasks (outside agreed service hours).
- Human resource allocation for On-Site contractor.
- Review improvement opportunities and convert to action plan if applicable.
- Manage BPO contractor team's performance.

**Basic Qualifications**:

- 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 a similar role
- Proven experience in infrastructure technology management
- Proficiencies in technical knowledge and teamwork
- A continuous learner that stays abreast with industry knowledge and technology

**Other Qualifications**:

- An advanced degree in a relevant field is a plus
- Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or AWS Certified Cloud Practitioner, are a plus