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Manager

Manager

EXLThrissur, IN
30+ days ago
Job description

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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    Manager • Thrissur, IN

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