NSSR Administration

Job description

·  Job Description:

DXC Technology (NYSE: DXC) 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 extensive partner alliance and independent status allows us to build strong vendor relationships.

End to End responsibility for monitoring and administration of all Non Standard Service Requests received on the Account.  Monitors the requests for adherence to contract and processes and escalates to ABM management appropriately.  Provides required reporting for the account and acts as subject matter expert for the NSSR process, particularly in relation to NSSR tooling.

Job Specific Responsibilities:

·  Receives, registers, validates and routes request into appropriate fulfillment organization
·  Assigns Response Manager based on account specific instructions or work procedures and passes the request to the appropriate owner for validation and proposal development
·  Under the guidance of the Response Manager, sets the initial proposal due date for NSSRs
·  Pro-actively monitors requests from receipt through to closure
·  When appropriate, creates request in appropriate request management system
·  Notifies relevant parties of receipt, acceptance, rejection of request into the Request Management process
·  Handles requests for information
·  Handles status update requests, including expedited client requests
·  Reports regularly on all requests in terms of response times, open requests, approved requests, key issues, etc.
·  Monitors queues for client-initiated requests in jeopardy of missing service agreements. When appropriate, escalate request to responsible ABM representative.
·  Determines communication requirements and communicates the progress of request(s) to relevant parties
·  Provide reports and request analysis to ABM Leaders
·  Provides tool subject matter expertise relating to ABM request management systems
·  Documents and submits procurement requests for HP and third party products that are required to fulfill the NSSR
·  Coordinates with FAM for the creation of Sales Orders and Project/ WBSE structures in financial systems.
·  Interacts with Global Procurement to revalidate third party product and service costs
·  Assembles supplier costs into quote template (‘Raw Quote’) following solution definition.
·  Ensures asset repositories are updated following implementation of NSSR
·  Supports the production and delivery/distribution of NSSR-related reports to Client, HP Enterprise Services, and Supplier stakeholders.
·  Schedules meetings for client and account interaction, and takes the minutes.
·  Verifies CAN budgets and when appropriate, coordinates the submission of CAN Request
·  Performs Completion Notice as part of the NSSR Close Down activities.

Key Deliverables/Accountabilities:

·  Meets or exceeds agreed deadlines/relevant SLAs/KPIs while successfully accomplishing tasks in the NSSR lifecycle
·  Monitors and manages requests across the lifecycle to avoid delays in Turn Around Times and errors in the Account metrics in the Global Data Warehouse
·  Compliance with HP processes and procedures

Behaviours

·  Customer focus
·  Can do and proactive attitude
·  Flexible and adaptable
·  Professional

If this is something you are interested in please get in touch!