Job Description

Key Responsibilities:

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
• Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Key Responsibilities:

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
• Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Qualifications:

• Graduate or higher; Master’s degree is a plus.
• 12–14 years of relevant industry experience, including large-scale operations management.
• Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.

Required Skills & Experience:

• Strong technical knowledge of Networking, Systems, Voice, and business applications.
• Industry-recognized certifications (e.g., ITIL/ITSM) are advantageous.
• Familiarity with project management methodologies.
• Excellent communication skills, capable of engaging stakeholders at all levels.
• Understanding of enterprise business processes, IT operations, and IT processes.
• Proficient in MS Office, MS Project, and Visio.
• Experience managing large-scale operations (5,000–10,000 end users).
• Experience with new implementations, transitions, and Greenfield setups preferred.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.