Professional 1 Service Delivery Coordinator

Job Responsibilities

The Service Level Manager will be expected to deliver:

- Execute Service Level Management Process as defined in the DXC Global Standard
- Establish and define the account SLA framework
- Produce Service Level reports
- Hold Service Level review and Service Level Relevance review meetings
- Monitor Service Level performance
- Calculate Penalties, Service Credits and Earn-backs
- Manage Service Improvement Programs (SIPs)
- Plan Operational Level Agreement structure

Process Execution:
This section details the operational activities performed by individuals performing this role

Activities:

- Coordinates the implementation activities for all contractual reporting requirements not completed during the Transition and Transformation cycle of the deal
- Coordinates the implementation activities for all additional reporting requirements submitted by the Customer either through contract updates/ changes
- Creates and updates all work instructions describing the calculation methods applied to the reporting requirements delivered
- Keeps updated all account process documentation and assets established during the Transition and Transformation cycle of the deal
- Organizes and facilitates both internal and external Service Level Review meetings
- Obtains explanations for any service level breaches by the respective Delivery Capability
- Creates relevance report to consider retiring, revising, or replacing the reporting requirements which might not be relevant to Customer business and needs
- Supports all proposals on changes to be implemented on existing reporting requirements with the relevant data extracts and analysis
- Consults with the relevant Delivery Capabilities and Account Management representatives on all proposed changes to the existing reporting requirements to ensure validity of the proposals
- Organizes and facilitates both internal and external Service Level Relevance Review meetings
- Analyses, reviews and reports service performance results against the criteria and targets established in the SLAs and OLAs and detailed in the SVLM Business design
- Manages the delivery of all required service level reporting for internal DXC groups and the Customer
- Identifies appropriate actions to maintain or improve services and service levels and communicates them to Account Management for official SIP plan initiation
- Documents the SIP plan in a formal template and conducts end-to-end SIP Project Management ensuring that all action owners complete the tasks assigned by the Account Management
- Monitors progress towards the SIP success criteria and regularly communicates status to the identified SIP stakeholders with the support of the Account Management
- Supports all SIP progress monitoring activities with the relevant data extracts and analysis
- Communicates the closure of the SIP Project Plan with the support of the Account Management to all relevant stakeholders
- Supports all improvement initiatives on account level
- Manages critical service levels proactively to avoid penalty payments
- Possesses good knowledge on internal/customer specific tools and technical infrastructure
- Proactively monitors critical Service Levels by implementing early warning mechanism to prevent SLA breaches and penalty payments
- Conducts detailed root cause analysis of the critical service levels with the respective Delivery Tower in case the proactive monitoring shows service level breach or service level close to breach
- Calculates potential service level credits at risk based on the preliminary service level result and applicable penalty regime agreed with the Customer and Internal Account Management
- Interlocks with the Finance Department and the Account Management to finalize and internally sign off the Service Level Credit report based on the final service level results

Key deliverables/ measures:

- Required reports delivered within the agreed timeframes and expected quality
- Service Level Review Meetings regularly held
- Established regular interlock with the Delivery Capabilities
- Critical service levels proactively managed
- Service Improvement Programs initiated and managed

Process Governance and Ownership:
This section details the governance activities, process documentation ownership and maintenance and related improvement activities performed by individuals performing this role

**Skills**:
Technical Skills
- Expert in MS Excel including the basic development of macros, pivot tables and automated charts
- Excellent knowledge of MS Word and PowerPoint
- SQL knowledge is an advantage
- ITIL Certified Soft Skills
- Strong communication skills: verbal, written, presentation and facilitation
- Ability to think and act both strategically and tactically
- Focus on operational efficiency
- Self-motivated and self-driven without need of detailed supervision
- Ability to prioritize and perform multiple tasks
- Team Player: Ability to bring together and work with a team of people with varied ba