Network Delivery Lead

At DXC Technology, delivering excellence for our customers and colleagues is more than just a motto; it’s something we strive towards constantly through our work. Every day we deliver mission-critical services in a secure environment whilst promoting our people-first agenda, a real sense of community, and a healthy work-life balance. Our consistently positive customer feedback and continuous growth helps us cement our place as one of the world’s leading IT solutions enterprises, helping us deliver services and solutions in both challenging and exciting situations. Due to continued growth, we have a great opportunity for an experienced Network Delivery Lead based in our Erskine Site.

Responsibilities:

• The network delivery lead is responsible to ensure all agreed deliverables are met for the represented network service capability.
• The network delivery lead represents all DXC Network Services seamlessly and provides a conduit between our DXC account management team, network operations, project, engineering, architecture, other DXC support groups, client counterparts, and other third-party network service providers or suppliers where required.
• The network delivery lead has a dotted reporting line to the account delivery executive (ADE) directly or through the account run lead (ARL) and a hard line to the Network Delivery Management Organization.
• Practice ‘extreme ownership’ of everything DXC network services manage, to an extreme degree.
• Be responsible for not just those tasks which you directly control, but for all tasks that affect customer satisfaction in relation to DXC network services.
• Where you do not have the ability to personally resolve an issue then promptly escalate.
• Provide thought leadership on all high severity network incident resolutions and ensure both internal and external communication lines are strong and consistent.
• Facilitate a regular interaction with our DXC Sales organization and Network Advisory and Consultancy team to better drive delivery led growth.
• Establish and maintain a regular delivery governance call with account team, NOC leaders, and client counterpart (where possible).
• Closely manage all network indirect expense (cross charges).
• Oversee procurement including vendor delivery coordination and escalations.
• Work closely with procurement team to ensure all managed devices have a current support contract.
• If this work is under a project (WBS), bill support time to that project WBS.
• Closely manage all risks; any known risk that the account or the customer chooses to accept when formally presented by DXC GNS should be accompanied by a formal Risk Acceptance Form or similar signed by the persons who have accepted the risk.
• Ensure proactive management of network performance and operability.
• Work with ASO to ensure compliance with contractually agreed security vulnerability management and or security report findings.
• The NDL should facilitate the propagation of key information to those supporting the account within global network services and request targeted informal training from senior engineering where required.
• The NDL should closely oversee and manage SW and HW renewal/refresh activities and be involved in account interactions with DXC TEMS team.
• Document and address compliments and complaints.
• Participate in CAB/TAB meetings or manage any delegation through close oversight.
• Maintain a CMDB+ Audit result of above 99% each month.
• Document all hardware and software support contracts in CMDB+, ensure all network diagrams are in CMDB+.
• Track all SW & HW versions in CMDB+ and report on necessary device upgrades in the monthly NS report.
• Manage Operation Level Agreement (OLA) and Underpinning 3rd party Contracts (UC), Describe in CMDB.
• Report all failed RFC's to Network Governance Team.
• Ensure lead engineer involved in a failed RFC attends a Lessons Learnt session hosted by the Network Delivery Management Team - NDL & Network Delivery Manager in region.
• Ensure a recurring governance meeting is conducted with both onshore and offshore network services team leads who support your account.