Senior AVP/AVP - IT Service Delivery - IT/ITES Firm

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