Service Delivery Manager

Job Description:At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.ABOUT THIS ROLEThe Associate Manager is responsible for leading the day-to-day delivery of infrastructure, workplace, and onsite support services within the agreed contractual scope. This role combines operational leadership, technical understanding, people management, customer engagement, SLA ownership, and continuous improvement to ensure high-quality service delivery, customer satisfaction, and account performance.WHAT YOU’ WILL DO: in this role your key responsibilities will be:Own and manage contractual delivery services within the defined scope, ensuring operational commitments, SLAs, KPIs, and customer expectations are consistently met or exceeded.Lead resource management activities, including staffing plans, capacity forecasting, headcount planning, retention, scheduling, and workload alignment to meet service demand.Drive operational excellence across infrastructure and onsite support services by monitoring performance, identifying risks, and implementing corrective actions.Manage service performance and SLA adherence through proactive governance, reporting, issue tracking, and escalation management.Lead people development activities, including coaching, performance management, skills development, feedback, and support for junior team members or supervisors.Partner with Service Desk, Automation teams, Account teams, customer points of contact, Global Capability teams, and other DXC functions to align service execution and business outcomes.Forecast ticket volumes, service demand, and resource needs to ensure appropriate coverage and continuity of support.Drive improvement projects focused on cost optimization, budget awareness, Total Customer Experience, operational efficiency, productivity, and service quality.Lead process transformation initiatives to achieve departmental objectives and improve repeatability, governance, documentation, and service delivery maturity.Promote automation and proactive incident reduction plans to reduce recurring issues, improve resolution time, and strengthen service reliability.Support incident, request, infrastructure, asset, and onsite support operations by ensuring teams follow standard processes, contractual requirements, and customer procedures.Maintain strong customer relationships up to senior stakeholder level by communicating clearly, managing expectations, and ensuring service alignment with business needs.WHO YOU AREBachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field preferred; equivalent combination of education and experience may be considered.Associate degree in a technical field with strong related experience may also be considered.Typically requires 6+ years of relevant work experience in IT services, infrastructure services, workplace services, field services, service desk, or onsite support operations.Minimum of 2+ years in a similar leadership, supervisory, team lead, service delivery, or associate manager role.Proven experience managing operational teams in a service-driven environment with responsibility for SLAs, resource planning, customer satisfaction, and performance outcomes.Experience working with ITSM processes, incident management, request management, escalation handling, continuous improvement, and service reporting.Experience supporting infrastructure technology, end-user computing, onsite support, technical operations, or managed workplace services is highly desirable.Relevant certifications such as ITIL Foundation, CompTIA A+, Microsoft Azure Fundamentals, AWS Cloud Practitioner, or equivalent technical/service management certifications are a plus.Bilingual Spanish-English capability is required.Required Skills and KnowledgeStrong leadership, ownership, decision-making, and accountability in complex operational environments.Solid understanding of ITSM practices, SLA management, incident management, request fulfillment, escalation management, problem analysis, and continuous service improvement.Operational and resource management skills, including capacity planning, workforce planning, staffing, retention, scheduling, and productivity management.People and performance management skills, including coaching, feedback, development planning, performance follow-up, and team motivation.Ability to communicate tactfully and diplomatically with technical teams, business stakeholders, customer representatives, and senior management.Advanced problem-solving skills with the ability to respond reactively to incidents and proactively prevent recurring issues.Strong customer focus and ability to build trust as a service delivery advisor for internal and external stakeholders.Ability to translate technical knowledge and business understanding into practical service delivery solutions.Understanding of infrastructure services, workplace services, onsite support, endpoint support, asset management, and technical support operations.Ability to identify automation opportunities, process improvements, efficiency gains, and incident reduction initiatives.Strong analytical, presentation, reporting, and communication skills.Ability to work under pressure, manage escalations, prioritize competing demands, and maintain service quality.Continuous learning mindset with the ability to stay current on industry practices, DXC services, customer requirements, and emerging technologies.Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.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.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here. #J-18808-Ljbffr