Manager-Technology

Job Description:

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.
Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
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.

Responsibilities:

Good understanding of Networking, Systems, Voice and business applications.
An industry recognized certification like ITIL / ITSM is an advantage.
Understanding of Project management methodology
Ability to interface and communicate at all levels within EXL and Client organizations.
Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.
Working knowledge of MS office, MS Project and Visio.
Good presentation and interpersonal skills.
Excellent problem solving skills in a cross functional environment
Client stakeholder management
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

Qualifications:

Graduate, Preference for B.E. / B.Tech
Recognized certifications like ITIL/ ITSM, PMP
Minimum 8 - 12 years in managing IT service delivery of large client relationship (800+Seats)
Willingness to work in a 24 x 7 environment.