DXC Technology
Service Desk Ops Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Service Desk Ops Manager
Master Scheduler
Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential
DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders.
At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology.
Job Description
Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders.
Reporting Line
- Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director
- Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts
Key Responsibilities
Service Delivery & SLA Management
- Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded
- Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes
- Manage incident escalation processes to minimise business impact and ensure timely resolution
- Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans
- Ensure accurate and timely production of daily, weekly, and monthly operational reports
- Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities
- Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services
- Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function
ITIL Best Practice
- Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management
- Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles
- Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery
- Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents
- Ensure effective Change Enablement awareness within the team to minimise change-related incidents
- Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs
- Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR)
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Customer Experience
- Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction
- Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights
- Ensure professional, empathetic, and efficient communication at all customer touchpoints — phone, email, chat, portal, and walk-up
- Build and maintain strong relationships with key business stakeholders through regular engagement
- Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes
- Design and implement customer journey mapping to identify pain points and optimise the support experience
- Develop and maintain a communication strategy for planned outages, service changes, and major incidents
- Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback
Continual Service Improvement (CSI)
- Identify, propose, and implement service improvements through data-driven analysis and trend identification
- Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits
- Leverage automation, AI, and self-service opportunities to improve efficiency and user experience
- Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions
- Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks)
- Lead regular improvement workshops with the team to generate ideas and foster innovation
- Implement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalations
- Track and report on improvement initiative ROI and business value delivered
People Management & Development
- Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff)
- Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations
- Conduct regular 1:1s, performance reviews, and personal development planning
- Foster a positive, high-performance team culture with clear accountability and recognition
- Identify training needs and ensure the team maintains relevant technical and ITIL certifications
- Manage recruitment, onboarding, and retention strategies to minimise attrition
- Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes
- Promote diversity, inclusion, and wellbeing within the team
- Manage absence, performance issues, and disciplinary matters in line with HR policies
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Technology & Tooling
- Oversee the effective use and configuration of ITSM platforms
- Drive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologies
- Identify and implement automation opportunities (e.g., password resets, ticket routing, auto-categorisation)
- Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting
- Collaborate with IT teams on tool enhancements, integrations, and upgrades
- Evaluate emerging technologies and make recommendations for adoption
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.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills