ITSM Manager & Capacity Manager - Associate Manager

DXC Technology

ITSM Responsibilities:

Lead and manage ITIL-based service management processes including Incident, Problem, Change, Request, and Release Management.
Own the ITSM roadmap and ensure alignment with business goals and compliance standards.
Oversee the ITSM toolset (e.g., ServiceNow, BMC, Cherwell), including process automation and reporting.
Maintain SLAs/OLAs and ensure performance tracking and service reporting.
Facilitate service reviews, drive continual service improvement (CSI) initiatives, and manage stakeholder expectations.
Collaborate with IT and business teams to optimize service delivery and ensure consistent adoption of ITSM practices.
Assist in the management and operation of infrastructure services, providing support to the team.
Contribute to the implementation of infrastructure strategies and projects.

2 Capacity Management Responsibilities:

Monitor and analyze infrastructure performance, usage, and trends across servers, networks, and cloud resources.
Forecast future capacity requirements based on business growth, projects, and system changes.
Collaborate with infrastructure, application, and business teams to align capacity with strategic objectives.

Identify bottlenecks, risks, and under/over-utilized resources; recommend proactive actions.
Develop capacity plans to support project delivery, operational stability, and budget forecasting.
Produce regular reports and dashboards showing key capacity and performance metrics.
Participate in the implementation of best practices and process improvements within the infrastructure services.
Basic Qualifications:
Bachelor's degree in a relevant field or equivalent combination of education and experience
Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in ITSM and capacity management role
Effective communication skills
In-depth knowledge of ITIL; ITIL Foundation certification required.
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and capacity monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor).
Strong analytical, problem-solving, and stakeholder management skills.
Ability to interpret technical data and present meaningful insights to both technical and business audiences.
Proven experience in infrastructure technology management
Proficiencies in technical knowledge and teamwork
A continuous learner that stays abreast with industry knowledge and technology

Other Qualifications:
An advanced degree in a relevant field is a plus
ITIL Intermediate or Managing Professional certifications.
Experience in budget and cost optimization tied to capacity usage.