Global Technology Service Delivery Lead

EXL Service Philippines, Inc.; Pasay; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

EXL Service Philippines, Inc. seeks a Senior Manager, Global Technology Service Delivery to lead end-to-end technology service delivery across multiple business units and locations.

The role ensures SLAs, OLAs, and KPIs are met while driving a customer-centric culture of quality and reliability. The position requires 10+ years in IT with at least 5 in leadership, strong ITIL knowledge, and experience in BPO or Global Operations.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related discipline.
• 10+ years IT experience with at least 5 years in technology service delivery leadership.
• Strong knowledge of ITIL Service Management practices.
• Experience in BPO, Shared Services, Technology Services, or Global Operations environments preferred.

Responsibilities

• Lead end-to-end technology service delivery across multiple business units and locations.
• Ensure SLAs, OLAs, and KPIs are achieved.
• Drive a customer-centric service culture focused on quality and reliability.
• Provide governance and oversight of technology support operations.
• Oversee incident, problem, and change management processes.
• Lead service reviews and present performance metrics to senior leadership.
• Manage client expectations and ensure high levels of satisfaction.

Skills

IT leadership

Service Delivery

ITIL knowledge

Stakeholder management

Education

Bachelor's Degree in IT/CS/Engineering

Job description

EXL Service Philippines, Inc. seeks a Senior Manager, Global Technology Service Delivery to lead end-to-end technology service delivery across multiple business units and locations.

The role ensures SLAs, OLAs, and KPIs are met while driving a customer-centric culture of quality and reliability. The position requires 10+ years in IT with at least 5 in leadership, strong ITIL knowledge, and experience in BPO or Global Operations.