IT Service Delivery Manager
Essential Functions
IT Operations:
- Driving incident & situation management for all Sev1 & Sev2 incidents
- Follows established operating policies to mitigate risk and ensures business availability
- Engage and collaborate with the Global geographies team and manage communication, escalations, provide support, drive central initiatives
IT Governance:
- IT governance and effectiveness to be measured on weekly, monthly & quarterly basis
- Compliance assurance - support audit activities along with risk identification & management. Vulnerability management.
IT Transition Management:
- IT client transition management
- Client account & portfolio management
- Program management
- Stakeholder management
- Client communications around Technology
- Understand technology availability metrics and share insights
Information Security:
- Ensure compliance to client contractual obligations on InfoSec & Regulatory controls/certifications
- Audit & Risk Management
- Manage IT governance with client and all business stakeholders
Primary Internal Interactions
- Business Operations
- All Technology Sub-Functions
Primary External Interactions
- Client Teams – especially Client Technology Teams
- External Vendors – Primarily for Service Desk Management
Skills
Technical Skills:
- Good understanding of Networking, Systems, Voice and business applications
- An industry recognized certification like ITIL / ITSM is an advantage
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
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
Reports to: Vice President of IT
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