Location: London & Farnborough (Onsite 5 Days Per Week)
Employment Type: Permanent, Full-Time

DXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.

DXC Technology is a leading Fortune 500 global technology services provider, delivering mission-critical solutions for some of the world's most important organisations. With over 130,000 professionals worldwide and a long-standing presence in the UK, DXC continues to support government, defence and commercial customers through innovative technology and service excellence.

We are seeking an experienced Operational Service Management (OSM) to join our team. Please note that this role will require you to be onsite 5 days a week between locations in both London and Farnborough.

This is a highly visible leadership role with accountability for the successful delivery of Service Desk and IT Service Management (ITSM) services within a secure, high-profile customer environment. You will act as the primary customer contact, lead operational teams, drive continual service improvement and ensure exceptional service delivery against agreed KPIs and SLAs.

What You'll Be Doing

Client Relationship Management

• Act as the primary point of contact for all Service Desk and ITSM-related matters.
• Build and maintain strong relationships with customer stakeholders.
• Lead regular service reviews, presenting performance metrics, improvement initiatives and service roadmaps.
• Manage escalations and ensure service issues are resolved with urgency and transparency.
• Ensure delivery aligns with contractual obligations and customer expectations.

Service Delivery Leadership

• Lead and develop Service Desk and ITSM teams to achieve service excellence.
• Coordinate Incident, Problem, Change and Request Management activities.
• Manage operational resources, capacity planning and service coverage.
• Conduct performance reviews, coaching sessions and team development activities.
• Lead risk management and compliance activities within a highly secure environment.

Service Performance & Continual Improvement

• Own service performance against agreed KPIs and SLAs.
• Analyse trends, risks and service metrics to identify improvement opportunities.
• Lead major incident management and service recovery activities.
• Maintain and drive a Continual Service Improvement (CSI) programme.
• Promote automation, self-service and operational efficiency initiatives.

IT Service Management & Tooling

• Champion ITIL best practices across the service.
• Oversee ITSM platforms such as ServiceNow, BMC Remedy or Ivanti.
• Ensure robust governance across Incident, Problem, Change and Knowledge Management processes.
• Drive process adherence, reporting quality and data accuracy.

Financial & Operational Management

• Support budgeting, forecasting and resource planning activities.
• Monitor operational expenditure including staffing, licensing and training costs.
• Identify opportunities for cost efficiencies while maintaining service quality.

Service Transition

• Lead service transition activities from incumbent suppliers into DXC.
• Develop operational documentation, runbooks and knowledge transfer plans.
• Deliver training and enablement programmes for customer operational teams.
• Establish service measures and operational reporting frameworks.

What We're Looking For

Essential Experience

• Proven experience leading Service Desk and/or ITSM teams within a managed services environment.
• Strong knowledge of ITIL frameworks and service management processes.
• Experience operating within secure, regulated or defence-sector environments.
• Demonstrated success managing SLA-driven services and contractual commitments.
• Hands-on experience with ITSM platforms including ServiceNow, BMC Remedy or Ivanti.
• Strong stakeholder management and customer-facing skills.
• Experience managing operational budgets, resources and performance.
• Excellent leadership, coaching and people management capabilities.
• Outstanding written and verbal communication skills.

Desirable Qualifications

• ITIL 4 Managing Professional or Strategic Leader Certification.
• SDI Service Desk Manager Certification.
• Lean or Six Sigma experience.
• Knowledge of service automation and AI-enabled service improvements.
• SIAM (Service Integration and Management) experience.
• Prince2 or Agile awareness.
• Experience supporting infrastructure modernisation or transformation programmes.

Security Requirements

Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.