ManagerEXL • Uttar Pradesh, India
Manager
EXL • Uttar Pradesh, India
15 days ago
Job descriptionClient 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. Business Leaders All Technology Sub-Functions. EXL Internal / External Audit Teams. Client Teams – especially Client Technology Teams. External Vendors – Primarily for Service Desk Management. 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 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 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. Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL / ITSM, PMP, Prince2, Cisco, Microsoft Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats) Willingness to work in a 24 x 7 environment.
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
Primary Internal Interactions
Primary External Interactions
Organizational Relationships
Reports To : AVP / VP – Technology Operations Supervises : none
Skills
Technical Skills
Process Specific Skills
Soft skills (Desired)
Soft Skills (Minimum)
Education Requirements
Work Experience Requirements
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Manager • Uttar Pradesh, India
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