Manager - Technology

• End-to-end ownership of IT service delivery for major client accounts
• Lead service delivery reviews, including SLA adherence, ongoing projects, and operational effectiveness
• Participate in business reviews and growth discussions with internal stakeholders
• Identify, implement, and monitor service improvement initiatives to enhance productivity and control operational costs
• Drive compliance and information security within service delivery, collaborating with audit teams as needed
• Act as the liaison between enterprise stakeholders and internal teams, ensuring clarity of expectations and delivery requirements
• Capture and maintain records of major incidents, downtimes, and service issues to inform future operations

• Strong understanding of networking, systems, voice, and business applications
• Industry-recognized certifications such as ITIL, ITSM, or PMP are advantageous
• Familiarity with project management methodologies
• Ability to communicate effectively at all organisational levels
• Knowledge of enterprise business processes and IT service delivery
• Proficiency in MS Office, MS Project, and Visio
• Excellent presentation, interpersonal, and problem-solving skills in cross-functional environments
• Strong customer service orientation and ability to work with global teams
• Effective listening and consultative skills to understand and translate requirements into action

• Bachelors degree, preferably B.E. / B.Tech or equivalent
• Industry-recognised certifications such as ITIL, ITSM, or PMP are advantageous
• Minimum 812 years experience managing IT service delivery for large call centres
• Willingness to work in a 24 x 7 operational environment

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