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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