Job Description

Position Title, Responsibility Level AVP / Sr.AVP - IT Service Delivery Function Technology Reports to VP - Technology Operations Permanent/ Temporary Permanent Span of Control Sr. Manager / Manager Location Noida 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 Business / 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 : VP - Technology Operations Supervises : Manager Skills Technical Skills Good understanding of Networking, Systems, Voice and business applications. An industry recognized certification like ITIL / ITSM is an advantage. Understanding of Cloud Technologies 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. 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 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. Accountabilities Major Activities Key Performance Indicators Client Portfolio Management Service Level Management Quality of IT services as agreed with business / client is being managed and reported Regular business requirements and concerns/escalations are being captured on regular basis. Interface with Business & users being managed properly Baselining of IT performance and periodic review Availability Management Ensure availability of IT infrastructure and business applications as per documented SLA & business needs are satisfied Regular analysis and suggestions to Improve availability Compliance Management Adherence to client & enterprise compliance requirement Proactive checks to ensure compliance Financial Management : Budgeting & Review technology cost to influence GM. Timely recovery of client billable cost. Monthly tracking and Review of services with stakeholders Communication and engagement calendar (MBR) T&M Study of all Biz applications Availability of IT Business Services : 99.85% Review SOW / MSA & proactive tracking of contractual clauses. Satisfactory audit Cost management - Capex & Opex. Tracking against budget & revenue P&L Review budgeting, and recovery Stakeholder & Client Management Interact with internal business stakeholders and external clients to ensure continuous customer satisfaction and ongoing improvement of service delivery Stakeholder/ Client management with appropriate communication during incidents Develop client charter, deliverables, Contractual Obligations, manage the client expectations through proactive governance Apply significant knowledge of industry trends and developments to improve service to our clients. Ensure the highest levels of customer satisfaction. Solution and Capability presentations for Client due diligence & customer checkpoints. Lead and manage Client & internal Stakeholders team, Cross Organizational team members to ensure delivery of all IT specific client deliverables. Structured MBRs with BLs /OLs/CMT Monthly Client Engagement Charter for Key Clients Business VOC : 4 and above out of 5 Client CSAT : 4 and above out of 5 Business Value Creation Opportunity Identification to improve business performance through Technology intervention. Capability development, showcasing & adoption Number of improvement initiatives Showcasing EXl capabilities and offerings to business. Growth / Capacity Management Helping business growth by timely technology solution & enablement Lead migration Project under BAU Capacity monitoring, forecasting and sizing, Increased ability to demonstrate cost effectiveness Timely Ramp-up/down, IT capacity to match business needs Acknowledgement (acknowledge that the information contained in this document is factual and complete) Candidate Supervisor/Manager Date

foundit