ITSM Incident, Problem, and Service Request Fulfilment Manager

Job Description:

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com

The ITSM Incident, Problem, and Service Request Fulfilment Manager will be responsible for managing and overseeing the incident, problem, and service request management processes within the IT Service Management (ITSM) framework. The successful candidate will ensure that these processes are effectively implemented, optimised, and aligned with business objectives and Service Integration and Management (SIAM) internal processes and provide high-quality service delivery and improve customer satisfaction.

Key Responsibilities:

Incident Management: Oversee the entire incident lifecycle, ensuring timely resolution of incidents within Service Level Agreements (SLAs) and minimising the impact on users and business operations.

Problem Management: Drive Root Cause Analysis (RCA) efforts for recurring incidents, implementing corrective actions to prevent future disruptions and improve service reliability.

Service Request Management: Manage and oversee service request fulfilment processes, ensuring requests are handled efficiently and meet SLAs.

Process Improvement: Continuously assess and improve the team’s ITSM processes to increase operational efficiency, streamline workflows, and enhance customer experience.

Team Support and Mentoring: Mentor and support a team of IT professionals, ensuring the team is aligned with organisational goals, ITSM best practices, and SIAM internal processes.

Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment and successful resolution of incidents, problems, and service requests.

Compliance and Reporting: Monitor adherence to SIAM processes and ensure proper documentation and reporting of incidents, problems, and requests. Provide regular updates and reports to senior management.

Change Management Integration: Collaborate with the Change Management team to ensure proper coordination between incident, problem, service request, and change management processes.

Key Requirements:

• Proven experience (2+ years) in ITSM with a focus on incident, problem, and service request management in federal government setting.
• Strong knowledge of ITIL and ITSM best practices.
• Experience with Service Manager is highly desirable.
• Excellent team mentoring and support skills, with a track record of building high-performing teams.
• Ability to analyse complex problems and identify actionable solutions in a timely manner.
• Strong communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities simultaneously.
• ITIL certification (ITIL Foundation or higher) is preferred.
• Australian citizenship.
• Minimum Negative Vetting 1 (NV1) level, Australian Government Security Vetting Agency (AGSVA) accredited security clearance.

At 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.

Recruitment 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.