Senior Account Run Lead - IT Service Delivery

Décryptage du poste par Postule AI

Résumé du rôle

Senior Account Run Lead position at DXC CDG, responsible for managing IT service delivery operations and ensuring SLA compliance for client accounts. This role requires 10+ years of experience in IT governance and customer service, acting as the single point of accountability for run services delivery, incident management, and continuous service improvement. The position demands 24/7 availability and leadership in driving operational excellence and cost efficiency.

Exigences clés (estimation)

Act as single owner for meeting customer SLAs and coordinate all run delivery activities across offering domains for the account
Develop and execute comprehensive delivery plans to meet cost, service, and quality requirements while driving cost efficiencies
Serve as 24/7 point of contact for run service issues, outages, and critical incident handling as Production Environment Manager
Lead Joint Account Delivery Reviews and conduct service delivery reviews with Delivery Leads on Continual Service Improvement Plans
Deploy and oversee Rapid Response Teams for run failures and drive Zero Defect/Zero Outage mentality across delivery teams

Compétences

IT governance and service delivery management with minimum 10 years of experienceStrong understanding of Service Level Agreements (SLAs) and Plan of Record (POR) financial adherenceCritical incident management and Production Environment Management (PEM) expertiseLEAN and Automation productivity programs implementation and NGDM Delivery Model adoption24/7 availability and escalation management for service issues and outagesContinual Service Improvement (CSI) planning and executionCross-functional coordination with offering domain leaders and third-party teams

Niveau estimé

This senior position requires a minimum of 10 years of working experience in IT governance and customer care service, indicating an expert-level role with extensive background in service delivery management and account leadership.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: CDI
Mode de travail: Sur site
Niveau d'expérience: 10+ ans
Fonction: Opérations
Secteur: Informatique / IT
Niveau d'études: Master / Bac+5
Langues: Anglais, Français

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

Your Role

As the Senior Account Run Lead, you will act as the single owner responsible for meeting customer contractual Service Level Agreements (SLAs) for run delivery activities. You will be the primary Point of Contact (POC) coordinating all run delivery activities for the account, ensuring day-to-day services delivery coordination and execution of tasks across all offering domains.

Key Responsibilities

Meet and exceed customer expectations for run services delivery deadlines, quality, and adherence to financial Plan of Record (POR)
Develop comprehensive plans to deliver run outcomes across relevant service offerings to meet cost/service/quality requirements in SLAs
Coordinate across all run resources (including offering domain leaders) to provide delivery assurance for run services within POR requirements
Act as 24/7 point of contact for identification and escalation of all run service issues
Consult on technical review of Customer Contract Change requests and coordinate delivery-related changes to amendments
Drive down run delivery costs and provide cost efficiencies in line with contract scope and requirements
Support and drive implementation of productivity programs such as LEAN & Automation and ensure adoption of the Standard NGDM Delivery Model
Lead the Joint Account Delivery Review and conduct service delivery reviews with Delivery Leads, reviewing Continual Service Improvement (CSI) Plans
Act as primary point of contact to address outages and serve as single point of accountability for Run services in the Critical Incident Handling Process as Production Environment Manager (PEM)
Deploy and oversee Rapid Response Teams in case of run failures; lead critical incidents resolution across services
Drive a Zero Defect/Zero Outage mentality in delivery teams, including 3rd parties
Work with APL to ensure new Builds/Solutions do not impact Run delivery or customer services

Your Qualifications

Bachelor Degree BAC+4/5 (Engineering school, university); MBA highly appreciated
Minimum of 10 years working experience in IT governance as well as customer care service

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