It Service Delivery Manager

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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