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Role Purpose:
The Service Management Deployment & Transition Lead is accountable for the overall success of Service Management deployment and Transition Projects.
Role Description:
The Service Management Deployment & Transition Lead is the primary point of contact and subject matter expert for the Service Management Office (SMO) deployment services across one or more accounts during transition or deployment projects. The role provides end‑to‑end oversight of the implementation of service management tools, processes, and capabilities—including ITSM, Self‑Service, Systems Integration, and Reporting.
This position is accountable for planning, discovery, configuration, and execution activities required to deploy ITSM solutions across people, process, product, and partner dimensions, ensuring a smooth and successful handover into operational teams.
The Service Management Deployment & Transition Lead collaborates closely with Global Development, Offerings, and Operations teams to establish priorities and drive measurable outcomes. The role plays a key part in service transformation and standardisation, particularly in ITSM tooling and processes, reporting capability uplift, service integration, and self‑service enablement.
The position works extensively with Service Management and Global Delivery teams to ensure cohesive service integration and alignment across the delivery landscape. In addition, the role partners with client delivery teams and new business stakeholders to support business priorities and contribute to organisational growth.
Success in this role requires strong experience in service transition and service design within complex government and business ICT environments. A working knowledge of IT service management frameworks—such as ITIL 4—is essential, with emphasis on service design, transition planning, and operational readiness (rather than steady‑state operations).
The role demands an individual with exceptional leadership, critical thinking, and self‑motivation, capable of navigating and influencing across a matrixed organisation. Strong customer service orientation, excellent written and verbal communication skills, and advanced facilitation and organisational capabilities are all essential for effective performance.
Job Functions:
* Provide oversight of the delivery of service management capability by providing service management leadership to the Deployment and Transition teams, and various partner teams
* Provide expert input and direction regarding the SM service
* Manage customer and account satisfaction by applying contractual knowledge to set and effectively manage customer and account expectations.
* Coordinate the configuration of the ITSM tool and Service Management Processes to meet the contractual requirements including a gap analysis; identify and manage any potential service gaps.
* Monitor the Service Management deployment or transition project progress ensuring the deployment meets the requirements, schedule and budget.
* Manage escalations;
* Identify and address root cause of risks and issues and propose remediation efforts.
* Provide fact-based guidance regarding the deployment of contracted services.
* Facilitate the capture of detailed business requirements, as needed, to support changes within the service deployment.
* Work collaboratively to define, prioritize and execute on standard deployment plans.
* Provide input to the continuous improvement of the SM service offering documentation; includes all elements of the service package (process, procedure, work instructions, report standards, reference guides, etc...).
* Chair and/or represent to the SM service as required; actively engage additional members of the SMO, and operations teams as needed to support delivery of the service.
* Participate in SM standards development and Release Management for deployments as required.
Key Deliverables:
* Kick off presentation
* Org Chart
* Communications plan
* Risk Register based on RAC
* Gap Analysis
* Training Plan
* Test Scripts – UAT
* ORR
* Go Live Communications
* Lessons Learned
Critical Skills:
* Seasoned professional in the IT Customer Support industry
* Experienced in Service Management Tools ITSM, Reporting, Self Service and Systems Integration deployments
* Self-motivated and self-directed individuals
* Willing and able to travel
* Strong organization skills
* Strong, creative, analytical and problem solving skills
* Ability to handle multiple tasks simultaneously and switch between tasks quickly
* Ability to work in a team environment
* Strong interpersonal skills for interacting with team members and clients
* Strong communication skills
* Skilled in estimating and common project management desktop tools
* Strong leadership and negotiation skills
* Ability to manage large or multiple projects with changing priorities.
Critical Knowledge:
* In depth knowledge of the service management framework as defined in ITIL 4 – specifically the interdependencies that impact the SM service.
* Expert in the SM Service Implementation approach.
* Expert in understanding / readily interpreting contracts, operational and financial reports.
* In depth understanding of the Service Management Deployment Offering, Strategy and Roadmap.
* Detailed understanding of the Service Management Deployment value proposition and how to leverage it to grow the service.
* In depth knowledge of the ITSM tool and related requirements specific to SM services on assigned account(s).
Core Competencies:
* Dealing with Ambiguity
* Command Skills
* Conflict Management
* Customer Focus
* Timely Decision Making
* Directing Others
* Organizational Agility
* Perseverance
* Planning
* Priority Setting
* Process Management
Leadership Competencies:
* Delivery Assurance
* Methodology/Work Products/Tools
Education and Experience Required
Required:
* 6-8 years of professional experience
* University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience
* At least five years of experience using and configuring the ITSM Service Management products and tools
Certifications:
* ITIL EXPERT Certification (Preferred) or ITIL Intermediate
* Product Specific Certifications (ServiceNow)(preferred)
* Vendor or Industry accreditations (optional)
Additional Education
* Fair knowledge of GitHub, MS Teams, JIRA
* Technical writing
* Knowledge of testing methodologies
* Basic Project Management Methodology – Agile/Scrum
Why DXC? At DXC, we foster a culture of inclusion, integrity, and innovation. You'll be empowered to grow your career while contributing to solutions that matter—supported by a global team committed to delivering excellence for our customers and communities.
How to apply & our commitment to you in return
If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume.