Incident and Problem Manager
Paymentology
CloudITSM
Technical Account Manager
DXC Technology
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the single service owner accountable for meeting contractual SLAs and KPIs.
- Lead escalation and resolution of high-severity incidents.
- Act as an escalation point for the Service Desk and other delivery teams after hours and on weekends.
- Sign off on production deployments ensuring SLA alignment.
- Act as a trusted advisor to the client and internal delivery teams.
- Participate in client account reviews and lead internal delivery reviews.
- Interface with Project Services, Design, Security, and Practice Leaders.
- Drive stability, cost efficiency, and margin growth.
- Ensure compliance with client security policies and DXC standards.
- Maintain effective governance across Configuration, Change, Capacity, and Risk Management.
- Lead service transition to operations with minimal impact.
- Promote standard delivery processes and tools.
- Collaborate on strategic programs and initiatives to improve service quality and performance.
- Deliver annual cost reductions and ensure alignment with Plan of Record (POR).
- Provide accurate financial and delivery reporting.
- Forecast demand and manage capacity planning.
- Ensure Business Continuity Plans (BCP) are in place and aligned with client requirements.
- Drive assurance and compliance as per contractual and policy requirements.
- Manage vendor performance and financial planning.
- Collaborate with subcontractors and global delivery hubs to meet service goals.
Requirements
- Australian Citizenship required for account security reasons.
- Proven experience in technical account management or service delivery leadership.
- Strong understanding of IT infrastructure, enterprise applications, and service management.
- Demonstrated ability to manage cross-functional teams and complex service environments.
- Excellent communication, stakeholder management, and problem-solving skills.
- Experience with ITIL frameworks and service governance processes.
- Familiarity with DXC delivery tools and methodologies is a plus.
- Availability & Responsiveness – Ability to act as an escalation point for critical issues outside standard business hours, including weekends.
Benefits
- Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
- Inclusive environment where everyone can thrive.
- Culture that drives innovation, rewards performance and encourages ideas.
- Opportunity to work with a global company and diverse teams.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT infrastructureenterprise applicationsservice managementcapacity planningfinancial reportingservice delivery leadershiptechnical account managementservice governance processescompliancevendor performance management
Soft skills
communicationstakeholder managementproblem-solvingleadershipcollaborationescalation managementstrategic thinkinggovernancecost efficiencyclient advisory
