Designation: AVP/ Sr AVP - IT Service Delivery
Location - Noida
Education Requirements
Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP
MBAs from Premium Tier1/Tier2 are preferred
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.
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.
Technical Skills
- Good understanding of Networking, Systems, Voice and business applications.
- An industry recognized certification like ITIL / ITSM is an advantage.
- Understanding of Project management methodology
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
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