Job Description

:

Sales Support


(Upselling)
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Supports the creation of services sales opportunities in a designated Capability component by:


o Assessing customer business needs and matching them to available solutions.


o Participating in customer account reviews (as requested by the SDE/ADM).


o Consulting with customer representatives on a regular basis to monitor trends and


identify emerging needs.


o Assessing service scope changes in which costs may be passed on to customer.


o Actively communicate & encourage utilization of new capabilities to your accounts:


Hypersoft Monitoring, EMPOWER by DXC, etc.


Capacity


Management
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Responsible for the capacity management within the technology.


o Monitor KPI resource utilization trend/cost and take appropriate action within the


capability and/or with the engineering team under control of the SDE/ADM


Problem


Management
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Monitors service delivery within the capability in order to:


o Provide the coordination of Root Cause Analysis (RCA).


o Resolve service delivery problems.
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Updates MWS Leadership with Customer Metrics/Health of Relationship and/or environment


Change


Management
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Coordinates changes within the Capability for his/her customer by identifying technical resource


to complete change management activities.
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Performs change control activities for her/his customer and capability
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Microsoft advises of changes through message center updates. Responsibility to review


upcoming Microsoft changes with the support team/and or account to determine potential


impact, then put together plan to address. (this should also include communication to the client


as necessary)


Incident


Management


and


Escalation
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Enabler for the incident management within the technology working closely with the Incident


Manager


o Monitor that all needed information is available for the support team to resolve incident &


the service provided (monthly review).


o Coordinates escalations for major incidents by identifying necessary technical resources


within the service operations and DTS.


o Supports the usage of RtOP procedure/Critical Incident Procedure. (see 01 Incident


Management Processes for Office 365 Critical Incident Processes.


o Ensures appropriate KPE's are established per Office 365/M365 Procedure: (see


IncM_Office365-Define_KPE


Management &


coordination of


non standard


service requests.
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Performs effort estimation, coordination, information, and internal billing activities.
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Main interface to DTS and engineering.
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Controls appropriate setup of standard tools, KPIs, processes and the fulfillment of contractual


requirements during transition and transformation.


Relationship


Management
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SPOC (Relationship management) for Customer and Account MWS O365/M365 Owner -


focal point for customer, account team, and other operations support teams for ongoing


support, inquiries, projects, and escalations
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Weekly/bi-weekly meetings with support team


Role Description: Microsoft 365 Client Capability Lead (CCL)


Page 2


Financial


Management


Effectively manage financials in such a manner as to accomplish the objectives of the organization


by:
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The management of Volumetrics for internal and external account billing
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List of service per client and associated monthly volumes.
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Reviewing to ensure support team and WBS charges are accurate
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Supporting Account management of staffing from O365 team


Office 365 Dashboard
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Effectively management updates within the Office 365 Dashboard for respective client to align


with Portfolio methodology. (Office 365 Transition & Transformation)
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By Friday COB every week
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If nothing has changed - indicate that in the update


Process


Management
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Ensures Operational Readiness/acceptance by support team
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Ensures the Processes for Escalation are in place (including documentation, Customer


Touch points, Account touch points, RTOP process)
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Knowledge of all steady state processes, actively works with customer /account to set up


and then knowledge share with support teams
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Works with Cross functional teams to ensure sign off and delivery requirements met
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Ensure resources for testing, configuration, etc. are in place from delivery
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Ensure all documents are provided for O365/M365 configuration, Network diagrams, smtp


flow diagrams, authentication diagrams and are accessible by support teams
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Sets up relations with Microsoft through the O365/M365 Capability team.


Minimum Qualifications:
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Basic technical Know-How depending on service operations.
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ITIL knowledge of support processes.
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Two or more years' experience in Messaging & Collaboration server system administration.
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Ability to relate technical applications to business environment, processes and organization.
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Demonstrated leadership skills in a collaborative working environment, incl. Best Shore portion.
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Demonstrated leadership skills in a multi-cultural service delivery environment.
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Well-developed customer relationship skill and ability to understand customers business.
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Fluency in conversational and technical English, written and spoken.
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Basic project management Know-How


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.

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