IT Service Delivery Manager

IT Service Delivery Manager

Essential Functions

IT Operations:

1. Driving incident & situation management for all Sev1 & Sev2 incidents.
2. Follows established operating policies to mitigate risk and ensures business availability.
3. Engage and collaborate with the Global geographies team and manage communication, escalations, provide support, drive central initiatives.

IT Governance:

1. IT governance and effectiveness to be measured on weekly, monthly & quarterly basis.
2. Compliance assurance - support audit activities along with risk identification & management. Vulnerability management.

IT Transition Management:

1. IT client transition management.
2. Client account & portfolio management.
3. Program management.
4. Stakeholder management.
5. Client communications around Technology.
6. Understand technology availability metrics and share insights.

Information Security:

1. Ensure compliance to client contractual obligations on InfoSec & Regulatory controls/certifications.
2. Audit & Risk Management.
3. 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