{"id":1996543,"url":"https://alion.io/job/dxc-technology-service-desk-ops-manager-4","title":"Service Desk Ops Manager","company":{"id":88,"name":"DXC Technology","domain":"dxc.com","url":"https://alion.io/company/dxc-technology","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":176,"ghost_share":0,"stale_share":0.858,"repost_share":0.011,"time_to_fill_p50_days":25,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":74000,"period":"year","method":"role_country_seniority_unknown","sample_n":125},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"Shift-Left Security","optional":false}],"status":"live","first_seen_at":"2026-10-07T09:18:11Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-23T13:16:41Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Job Description:\nDXC 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.\nService Desk Ops Manager\nLocation: London (onsite 5 days per week)\nDue 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.\nYou will lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders.\nKey Responsibilities:\nService Delivery & SLA Management\nOwn end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded.\nMonitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes\nManage incident escalation processes to minimise business impact and ensure timely resolution.\nConduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans.\nEnsure accurate and timely production of daily, weekly, and monthly operational reports.\nManage service desk budgets, forecasting costs, and identifying cost optimisation opportunities.\nOversee vendor and third-party supplier relationships relevant to Service Desk tooling and services.\nEnsure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function.\nITIL Best Practice\nEnsure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management.\nMaintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles.\nDrive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery.\nSupport Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents.\nEnsure effective Change Enablement awareness within the team to minimise change-related incidents.\nGovern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs.\nEnsure compliance with Information Security Management policies and data protection regulations (e.g., GDPR).\nCustomer Experience\nChampion a customer-first culture across the Service Desk team, embedding customer experience into every interaction.\nAnalyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights.\nEnsure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk-up.\nBuild and maintain strong relationships with key business stakeholders through regular engagement.\nAct as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes.\nDesign and implement customer journey mapping to identify pain points and optimise the support experience.\nDevelop and maintain a communication strategy for planned outages, service changes, and major incidents.\nEstablish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback.\nContinual Service Improvement (CSI)\nIdentify, propose, and implement service improvements through data-driven analysis and trend identification.\nMaintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits.\nLeverage automation, AI, and self-service opportunities to improve efficiency and user experience.\nConduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions.\nBenchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks).\nLead regular improvement workshops with the team to generate ideas and foster innovation.\nImplement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalations.\nTrack and report on improvement initiative ROI and business value delivered.\nPeople Management & Development\nLead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff).\nManage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations.\nConduct regular 1:1s, performance reviews, and personal development planning.\nFoster a positive, high-performance team culture with clear accountability and recognition.\nIdentify training needs and ensure the team maintains relevant technical and ITIL certifications.\nManage recruitment, onboarding, and retention strategies to minimise attrition.\nImplement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes.\nPromote diversity, inclusion, and wellbeing within the team.\nManage absence, performance issues, and disciplinary matters in line with HR policies.\nTechnology & Tooling\nOversee the effective use and configuration of ITSM platforms.\nDrive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologies.\nIdentify and implement automation opportunities (e.g., password resets, ticket routing, auto-categorisation).\nEnsure telephony/ACD systems are optimised for call routing, IVR, and reporting.\nCollaborate with IT teams on tool enhancements, integrations, and upgrades.\nEvaluate emerging technologies and make recommendations for adoption.\nAt DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.\nRecruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .","description_format":"text","description_chars":7354,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Government","Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-07T09:18:11Z"}],"visa":[],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.518,"p_room":0.9,"age_days":15,"expected_fill_days":25,"reasons":["conf:0","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/dxc-technology-service-desk-ops-manager-4","json_url":"https://alion.io/job/dxc-technology-service-desk-ops-manager-4.json","meta":{"generated_at":"2026-10-23T21:35:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3794,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":88},"rest":"https://alion.io/mcp/rest/get_company?id=88"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdxc-technology-service-desk-ops-manager-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdxc-technology-service-desk-ops-manager-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdxc-technology-service-desk-ops-manager-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dxc-technology-service-desk-ops-manager-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdxc-technology-service-desk-ops-manager-4"}]}