Manager
3 hours ago
Basic Function:
- This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams
Essential Functions
- Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
- IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
- Managing Business Growth (Ramp-ups)
- Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
- Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
- Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.
Primary Internal Interactions
- Business Leaders
- All Technology Sub-Functions.
- EXL Internal / External Audit Teams.
Primary External Interactions
- Client Teams – especially Client Technology Teams.
- External Vendors – Primarily for Service Desk Management.
Organizational Relationships
Reports To : AVP/VP – Technology Operations Supervises : none
Skills
Technical Skills
- Good understanding of Networking, Systems, Contact Center, cloud technologies and business applications.
- Hands on experience in one of the technical streams
- An industry recognized certification like ITIL / ITSM
- Trained/ Certified Project management methodology
- Trained / Certified in either Cloud technologies, DevOps, Automation solutions
Process Specific Skills
- Ability to interface and communicate at all levels within EXL and Client organizations.
- Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.
- Hands on with process discovery & re-engineering technologies & techniques
- Working knowledge of MS office, MS Project and Visio
Soft skills (Desired)
- Good presentation and interpersonal skills.
- Excellent problem-solving skills in a cross functional environment
- Client stakeholder management
Soft Skills (Minimum)
- Strong verbal and written communication skills
- Strong customer service orientation ability to connect with global customers and work with Global teams.
- Good listening and consultative skills.
Education Requirements
- Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP, Prince2, Cisco, Microsoft
Work Experience Requirements
- Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)
- Willingness to work in a 24 x 7 environment.
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