Senior Assistant Vice President for IT Operations
We are seeking a highly experienced and skilled professional to lead our IT operations team, driving efficiency and innovation in a hybrid environment.
Key Responsibilities:
- End-to-end ownership of technology operations, addressing support challenges and serving as the escalation point for network, system, and voice environment issues.
- Collaboration with business and clients to develop and implement effective onboarding processes for new clients and projects.
- Strategic partnership with global teams to drive efficiency and adoption of enterprise capabilities.
- Identification and implementation of service improvement initiatives to enhance customer satisfaction and operational efficiency.
- Management of multiple client relationships, ensuring timely and effective service delivery in line with Master Service Agreements (MSA) and Service Levels (SLA).
- Acting as the primary point of contact for process and functional escalations, ensuring prompt resolution and customer satisfaction.
Essential Functions:
- Supplier Management: Building and maintaining strong relationships with external partners, participating in regular supplier reviews and assessments.
- Effective management of internal, external, client, and statutory audits, ensuring compliance and regulatory requirements are met.
- Client Portfolio Management: Maintaining accurate and up-to-date documentation and reporting for business requirements.
- Identification, implementation, and review of service improvement initiatives to drive productivity and cost control.
- Participation in service delivery reviews, ensuring SLA adherence and ongoing project management with clients and internal stakeholders.
- Driving effectiveness of compliance and information security as part of service delivery, working closely with internal audit teams to meet compliance requirements.
Primary Internal Interactions:
- Business Operations
- All Technology Sub-Functions
- EXL Internal/External Audit Teams
Primary External Interactions:
- Client Teams, particularly Client Technology Teams
- External Vendors, primarily for Service Desk Management
Requirements:
- Graduate degree, with preference for B.E./B.Tech and industry-recognized certifications like ITIL/ITSM
- Minimum 16-18 years of experience in managing technology operations for a large organization in an outsourcing environment
- Willingness to work in a 24x7 environment
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