Senior Professional System Analyst Manager in Milton Keynes

Location: UK Based

Type: Permanent, Full-Time (37.5 hours per week)

About DXC Technology

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.

Role Summary

To manage a support team utilising Xchanging Software Europe limited implemented across London Market, General and Health insurance markets. The support teams support sites across an international footprint, with clients opting for either dedicated or non-dedicated team support. The role requires management of a team who use SQL Server /Oracle and Xchanging Software Europe limited application tools to provide issue resolution in line with contracted SLA’s as well as helping develop additional functionality as required by the client. The team leaders primary role is to ensure the teams compliance with contractual SLA’s and to work with the client over release lifecycles, timeframes and content, monthly reporting, invoicing and staffing requirements whilst achieving agreed utilisation and billability targets.

Key Duties

• Providing the client with exceptional customer service including onsite visits once per quarter, weekly management meetings and monthly service review meetings.
• Ensuring that all work within team is carried out to a high standard with internal audits on a regular basis to ensure team compliance to agreed internal processes and models.
• Responsible for monthly reporting and invoicing to the client. This includes review of invoicing and agreement of warranty issues etc.
• Responsible for accurate forecasting of team utilisation and revenue to the management team.
• Ability to correctly escalate team issues as required, liaising with different teams and departments as required ensuring that the correct processes and escalation routes are effectively adhered to.
• Ensuring any Client documentation is maintained correctly.
• Provide suggestions and ideas to weekly team leader meetings to help continuously develop and improve the service provided to existing and new clients within the support group.
• Responsible for training team in new processes and assisting members with complex SQL and Xchanging Software Europe limited issues.
• Work with the team and client to schedule and arrange release content and timelines.
• Monitor progress of scheduled work and SLA targets on support calls.
• Communicating with client at all stages of development lifecycle to provide excellent customer service.
• Demonstrate SQL fixes/changes with end users and assist in Development, QA and UAT testing efforts.
• Work a shift pattern within the support team to cover core contracted support hours.
• To proactively escalate issues with line manager when required.
• To proactively ensure that coding standards and best practice approaches adhered to and updated when required.
• Entering time reporting in to current time reporting system on a weekly basis to allow invoicing to occur.
• Work effectively with Implementation teams to transition new clients into support when required.
• Point of contact and escalation for client managers.
• Responsible for all aspects of team administration and management including sickness and processing of return to work interviews, holiday requests, organising and ensuring appropriate cover and resource for client as per their contract, quarterly objective and training reviews, yearly appraisal reviews, regular team meetings and planning sessions.
• Provide support to team members as required by ensuring that they have the correct knowledge and support required.
• Disciplinary processes and performance management.

Key Relationships

• The Client – DBA’s, BA’s, End Users, Project Managers, Client Manager.
• Internal Customers – Team Leader Group, Management Team, DBA’s, Project Managers, Project Teams, QA Testing Teams, Support Team Members, Helpdesk team.
• Management - Line Manager, Office Manager, Senior Management.

Experience & Requirements

• Excellent interpersonal skills.
• Experienced at providing excellent Customer Service.
• Ability to work effectively as part of a team.
• Strong reporting skills.
• Excellent leadership skills.
• Proven motivational skills.
• Ability to be flexible to the requirements of the role.
• Ability to travel when required.
• Great organisational skills.
• Track record of performing well under pressure.
• Excellent communication and presentation skills with the ability to confidently present information to internal and external clients across all communication mediums including face to face meetings, conference calls, web ex sessions, status reports and e mail correspondence.
• Proven ability to advise and influence client direction in relation to scope, time, costs and approach.
• Experience of producing management documentation and reports to a high standard.
• Excellent problem solving skills, including ability to demonstrate fixes/changes with end users and assist in Development, QA and UAT testing efforts.
• Ability to take decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information.
• Self-starter.
• Availability to travel to client sites both domestic and international when necessary.
• Hard-working, enthusiastic and enjoys being challenged.
• Able to demonstrate examples of learning new software tools/products.
• Excellent motivational skills.
• Minimum 2 years’ experience of or exposure to insurance industry practices and/or systems.

Desirable Criteria

• Previous experience of managing a team.
• Worked in either a BA or second line software support role.
• Ability to conceptualize and build complex system architectures using Xchanging Software Europe limited and the database together.
• Ability to interpret errors in order to resolve problems.
• Experience in data analysis and reporting.
• Understanding of metadata systems.

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.