Role Details:
Shift Timings: 2 PM to 11 PM
Work Type: 5 days a week, working from the office
Location: Media24, 40 Heerengracht St, Cape Town
Experience Required: 8 to 10 years in IT Service Delivery
Industry Experience: Must have experience with BPO/ITES related industry
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. Relationship management with business client IT teams is also a key responsibility.
Essential Functions:
Client Portfolio Management – End to 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.
Participate in ongoing Service Delivery Reviews (MBR / QBR) and new business growth calls with client/internal stakeholders.
Business Value Creation - Responsible for identifying, implementing and reviewing service improvement initiatives. Drive productivity improvements and control cost of operation.
Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. Work with Internal Audit Teams to meet compliance requirements.
Liaison with the Client to understand delivery requirements and communicate expectations to the Internal Teams.
Major Incidents Database – Capturing all Client processes Downtimes/Application Issues & Major Downtimes for future usage.
Work Experience Requirements:
Minimum 8 – 12 years in managing IT service delivery of large client relationships (800+ Seats).
Willingness to work in a 24 x 7 environment.
Education Requirements:
Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ITSM, PMP.
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 Vision.
Application Process:
Interested candidates can share their resumes on ****** with the following details:
Current Salary
Expected Salary
Comfortable for 5 days working from the office
Comfortable for US Shifts
Open for relocation to Cape Town
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