Job Description:
About DXC Technology
DXC Technology is a leading global IT services company, helping organisations modernise systems, optimise data architectures, and drive innovation across complex, mission-critical environments. We are committed to delivering excellence for our customers while fostering a culture of inclusion, collaboration, and continuous development.
At DXC Technology, we are committed to creating an inclusive environment where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and those from other underrepresented groups in technology.
We believe that diverse perspectives drive better outcomes—for our people, our customers, and our business—and we are dedicated to supporting all employees to achieve their full potential
Role Summary
The IT Service Operational Readiness Lead is responsible for ensuring that new or changed IT services are fully prepared for operational support before deployment into live environments. This role acts as the bridge between project delivery teams, service management, operations, and support functions to ensure all operational, technical, and business readiness activities are completed, documented, and approved.
The role supports successful service transitions by coordinating operational acceptance, support models, knowledge transfer, training, documentation, risk management, and service handover activities.
Key Responsibilities
Service Transition & Operational Readiness
- Lead Operational Readiness Reviews (ORR) for new and updated services.
- Develop and maintain operational readiness frameworks, processes, and governance.
- Ensure all operational acceptance criteria are met before service go-live.
- Coordinate service transition activities across project and operational teams.
- Act as the operational readiness authority for project deployments.
Service Acceptance & Governance
- Define and maintain Operational Acceptance Testing (OAT) requirements.
- Facilitate readiness assessments and go-live reviews.
- Identify and manage operational risks, issues, and dependencies.
- Ensure service support requirements are documented and approved.
Knowledge & Documentation Management
- Ensure support documentation, work instructions, runbooks, and knowledge articles are created and maintained.
- Coordinate knowledge transfer sessions between delivery and support teams.
- Verify service desk and resolver groups have the information required to support the service.
Support Model & Resource Readiness
- Validate support structures, escalation paths, and service ownership.
- Ensure monitoring, alerting, backup, recovery, and support tooling are operational.
- Work with technical teams to confirm operational support capability and capacity.
- Assess resource and training requirements for support teams.
Stakeholder Management
- Partner with project managers, service owners, architects, engineers, and support teams.
- Provide readiness status reporting to senior leadership and governance boards.
- Communicate risks, mitigation plans, and deployment readiness recommendations.
Continuous Improvement
- Identify opportunities to improve service transition and operational readiness processes.
- Support ITIL best practices and organizational service management initiatives.
- Analyse post-implementation reviews and lessons learned to improve future readiness activities.
Required Skills & Experience
Essential
- 5 + years’ experience in IT Service Management (ITSM) and Service Transition processes.
- Strong understanding of ITIL principles and frameworks.
- Experience managing operational readiness or service transition activities.
- Excellent stakeholder management and communication skills.
- Experience working with infrastructure, cloud, application, and support teams.
- Strong risk management and problem-solving capabilities.
- Ability to coordinate multiple projects and priorities simultaneously.
Desirable
- ITIL Foundation or higher certification.
- Experience with ServiceNow or equivalent ITSM platforms.
- Project Management qualifications (PRINCE2, Agile, PMP, etc.).
- Knowledge of Operational Acceptance Testing (OAT).
- Experience within complex and secure environments.
Key Deliverables
- Operational Readiness Plans
- Operational Acceptance Checklists
- Service Handover Documentation
- Support Models and RACI Definitions
- Knowledge Articles and Runbooks
- Training and Knowledge Transfer Records
- Go-Live Readiness Assessments
- Risk and Issue Registers
- Service Transition Reports
Success Measures
- Successful service deployments with minimal operational incidents.
- Reduction in post-implementation support issues.
- Compliance with operational acceptance standards.
- Completion of readiness activities within agreed timelines.
- Positive feedback from service owners and operational teams.
- Improved support team preparedness and service stability.
Typical Reporting Line
Reports to:
- Head of Service Management
- Service Delivery Manager
- Operations Manager
- Service Transition Manager
Works closely with:
- Project Managers
- Service Owners
- Technical Architects
- Infrastructure & Cloud Teams
- Service Desk and Resolver Groups
- Change & Release Management Teams
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.
