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Hybrid Manager-IT Infrastructure-IT Infrastructure bei ExlService Philippines, Inc.

ExlService Philippines, Inc. · Vereinigte Staaten Von Amerika · Hybrid

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  • 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.
  • Participate in ongoing Service Delivery Reviews (MBR / QBR)  and also on new business growth calls with client / internal stakeholders.
  • 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.

Responsibilities

  • Good understanding of Networking, Systems, Voice and business applications.
  • An industry recognized certification like ITIL / ITSM is an advantage.
  • Understanding of Project management methodology
  • 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.
  • Good presentation and interpersonal skills.
  • Excellent problem solving skills in a cross functional environment
  • Client stakeholder management
  • 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

Qualifications

  • Graduate, Preference for B.E. / B.Tech 
  • Recognized certifications like ITIL/ ITSM, PMP
  • Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats) 
  • Willingness to work in a 24 x 7 environment.
Jetzt bewerben

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