OBSERVABILITY MANAGER (SERVICE MANAGER) at DXC Technology in AS

Job description

Job Description: OBSERVABILITY MANAGER (SERVICE MANAGER) Are you an experienced IT operations manager with real hands-on experience managing services under SLA? We're looking for someone who can lead end-to-end delivery of a critical observability service—network monitoring, device management, and platform oversight. If you've managed NOC operations, incident escalations, and SLA compliance in a real environment, this is your role. ABOUT DXC DXC Technology is a global leader in IT services and digital transformation. We help enterprises run mission-critical systems while modernizing IT infrastructure across public, private and hybrid clouds. In Spain, we're one of the main IT market leaders with nearly 8,000 professionals across thirteen locations, serving over 200 customers from all industries. We work with leading companies to guide their digital transformation. ABOUT THE ROLE The Observability Manager is responsible for the end-to-end delivery of the Observability service (network, device and platform monitoring) for the client, ensuring compliance with SLAs and KPIs, prioritizing incidents, governing the relationship with the client, and driving continuous improvement. In this role, you will oversee the global operation of the service and the team, coordinating across business areas, Service Desk, L2/L3 technical teams, field technicians and providers. You will track SLA and KPI performance, review daily and weekly reports, and present results to the client, ensuring the service runs smoothly and meets agreed commitments. You will also lead the transition and knowledge transfer from the outgoing provider, manage staffing, shifts and coverage, and validate continuous improvement actions such as threshold tuning, correlation, coverage and automation, while driving the commitments of the Nexthink proposal and agreeing KPIs with the client. Service coverage is Monday to Friday, 07:00-22:00 (devices) and 08:00-19:00 (Nexthink platform). ESSENTIAL JOB FUNCTIONS • Oversee the global supervision of the service and the team • Prioritize relevant incidents and manage mass alarm handling • Track SLAs and KPIs, including proactivity, MTTD and MTTR metrics • Review daily and weekly reports and present results to the client • Coordinate with business areas, Service Desk, L2/L3 technical teams, field technicians and providers • Validate continuous improvement actions such as thresholds, correlation, coverage and automation • Drive the commitments of the Nexthink proposal and agree KPIs with the client • Lead the service transition and knowledge transfer from the outgoing provider • Manage staffing, shifts and service coverage • Govern SLA compliance, escalations and continuous improvement with the client BASIC QUALIFICATIONS • Degree in Computer Science/Telecommunications or equivalent experience • ITIL knowledge (incidents, problems, changes) • Spanish and English language proficiency • Experience managing IT operations, monitoring or NOC services under SLA • Knowledge of ITIL (incidents, problems, changes), ServiceNow and monitoring tools • Governance and reporting skills with clients • Data analysis skills • Leadership and team management skills • Client interlocution skills • SLA and escalation management skills • Decision-making skills • Continuous improvement orientation • Communication skills OTHER QUALIFICATIONS • ITIL 4 certification • Experience in service transitions and knowledge transfer from an outgoing provider • Knowledge of Nexthink and branch network monitoring (SD-WAN, Wi-Fi, routers) WHY DXC? At DXC, you'll join an employer of choice with strong values and a people-first culture built on inclusion, belonging and learning. You'll find real opportunities for professional development through meaningful work on leading projects for market reference clients, using leading technologies across the IT sector. We support flexibility and work-life balance, foster an excellent work environment, and invest in continuous learning