Senior Manager-Consulting-Technology Consulting

Essential Functions

 

• Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Managing Business Growth (Ramp-ups)
• Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• 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.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Primary Internal Interactions

• Business Leaders 
• All Technology Sub-Functions.

EXL Internal / External Audit Teams.

 

Primary External Interactions

• Client Teams – especially Client Technology Teams.
• External Vendors – Primarily for Service Desk Management.

Technical Skills

• Good understanding of 
• Network (MPLS, Internet, Site to Site VPN)
• Systems, VDI Solution and business applications (Citrix, AWS, Horizon VMware, Zscaler)
• Voice (Avaya, Cisco Finesse, Ring Central, Genesys, AWS)
• Exposure to and knowledge of Data and AI initiatives and their implementation is an advantage.
• An industry recognized certification like ITIL / ITSM is an advantage.
• Understanding of Project management methodology

 

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
• Client stakeholder management
  
   

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.