Manager

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.