Senior Technology Operations Manager

Job SummaryWe are seeking a highly skilled Senior Assistant Vice President – Technology to join our team at ABC Worldwide. This is a key leadership role that requires a strong background in managing technology operations in a hybrid operating environment.Key ResponsibilitiesEnd-to-end ownership for managing technology operations, addressing support challenges, and serving as the escalation point for issues in network, system, and voice environments.Partner with business and clients to manage new RFP/RFI and ensure effective and timely onboarding of new clients.Collaborate with global teams to drive efficiency and adoption of enterprise capabilities.Identify areas of improvement and implement service improvement initiatives.Deliver efficient service to multiple client relationships in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract.Manage customer relationships and serve as the first point of contact for any process or functional escalations.Essential FunctionsSupplier Management – Manage business relationships with external partners and participate in regular supplier reviews.Effectively manage internal, external, client, and statutory audits.Client Portfolio Management – Ensure end-to-end documentation and reporting are up-to-date and ready for any business requirement.Responsible for identifying, implementing, and reviewing service improvement initiatives. Drive productivity improvements as per plan and control the cost of operation.Participate in service delivery reviews on SLA adherence, ongoing projects with clients and internal stakeholders.Drive the effectiveness of compliance and information security as part of service delivery of client processes. Shoulder responsibility and work with internal audit teams to meet compliance requirements.RequirementsGraduate degree, with a preference for B.E. / B.Tech and industry-recognized certifications like ITIL/ ITSM.Minimum 16 – 18 years of experience in managing technology operations for a large organization in an outsourcing environment.Willingness to work in a 24 x 7 environment.AvailabilityAvailable to start as soon as possible.
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