Senior It Operations Manager

Job Title: Senior Assistant Vice President – IT OperationWe are seeking a highly experienced Senior Assistant Vice President to lead our IT Operations team at ABC Worldwide.Key Responsibilities:End-to-end ownership of managing technology operations in a hybrid environment, addressing support challenges, and serving as the escalation point for issues in network, system, and voice environments.Partner with business and clients for all new RFP/RFI and enable effective and timely onboarding of new clients.Effective partnership with global teams and drive efficiency and adoption of enterprise capabilities.Responsible for identifying areas of improvement and implementing service improvement initiatives.Efficient service delivery of multiple client relationships in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract.Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations.Essential Functions:Supplier Management – Manage business relationships with external partners and participate in regular supplier reviews.Effectively manage all Internal, external, client, and statutory audits.Client Portfolio Management – End-to-end documentation / reporting ready & up-to-date for any business requirement.Responsible for identifying, implementing, and reviewing service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.Primary Internal Interactions:Business OperationsAll Technology Sub-Functions.EXL Internal / External Audit Teams.Primary External Interactions:Client Teams – especially Client Technology Teams.External Vendors – Primarily for Service Desk Management.Requirements:Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM.Minimum 16 – 18 years in managing technology operations for a large organization in outsourcing environment.Willingness to work in a 24 x 7 environment.
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