About the position
Your role
-Acts as the single owner responsible for meeting customer contractual Service Level Agreements (SLAs) for run delivery activities in an account
-Responsible for day-to-day run services delivery coordination and execution of tasks across all offering domains for a given account
-Meets and exceeds customer expectations for run services delivery deadlines, quality, and adherence to financial POR in the account
-Point of Contact (POC) coordinating all run delivery activities for an account
-Develops comprehensive plan to deliver run outcomes across relevant service offering to meet cost/service/quality requirements in SLAs
-Coordinates across all run resources (including offering domain leaders) to provide delivery assurance for run services within the POR requirements
-Acts as 24/7 point of contact for identification, escalation of all run service issues
-Consults on technical review of Customer Contract Change requests and coordinates delivery-related changes to any amendments requested
-Responsible for driving down run delivery cost and providing cost efficiencies in line with the contract scope and requirements for the account
-Support and drive implementation of productivity programs such as LEAN & Automation and ensure adoption of the Standard NGDM Delivery Model to improve overall cost as % of revenue and ensure industry-leading service quality
-Leads the “Joint Account Delivery Review”
-Conducts service delivery reviews with the Delivery Leads – reviewing the Continual Service Improvement (CSI) Plans
-Acts as the primary point of contact to address outages
-Single point of accountability for Run services in the Critical Incident Handling Process acting as the Production Environment Manager (PEM)
-Responsible for deployment and oversight of Rapid Response Teams reactive teams in the case of run failures for an account; leads critical incidents resolution across service
-Drive a Zero Defect/Zero Outage mentality in the delivery teams, including 3rd parties
-Work with APL to ensure new Builds / Solutions do not impact Run delivery or the customer’s services
Your qualifications
-Bachelor Degree BAC+4/5 (Engineering school, university); MBA will be highly appreciated
-Minimum of 10 years working experience in IT governance as well as customer care service
L'ENTREPRISE
DXC CDG Maroc est une coentreprise marocaine entre le groupe international DXC Technology et la Caisse de Dépôt et de Gestion (CDG) du Maroc, spécialisée dans les services informatiques pour la transformation digitale des grandes entreprises et institutions.