Technology Senior Manager

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

Job summary

EXL Service Philippines, Inc. is seeking a senior IT infrastructure leader responsible for end-to-end delivery, SLA governance, and client engagement for finance operations. You will coordinate across technology teams and management to ensure service levels are met and risks are mitigated.

Key duties include owning SLA compliance, producing performance reports, and acting as SPOC for Banking and Finance clients, driving automation and governance initiatives.

Qualifications

• Extensive experience in IT infrastructure SLA governance.
• Proven ability to engage with Banking and Finance clients.
• Leads incident management and governance forums.

Responsibilities

• Own SLA compliance across all infrastructure platforms.
• Act as SPOC for banking and finance client on IT matters.
• Lead weekly/monthly/quarterly reviews with clients.
• Drive automation to reduce operational risk.
• Represent IT in governance forums, steering committees, and audits.

Skills

SLA governance

Stakeholder management

IT infrastructure

Automation & optimization

Tools

ServiceNow

Power BI

Job description

Senior technical role responsible for end-to-end IT infrastructure delivery, SLA governance, and client engagement for Banking and Finance operations. Serves as the primary liaison across technology teams, management, and clients - ensuring service levels are consistently met and stakeholder relationships are proactively managed.

KEY RESPONSIBILITIES

SLA Tracking & Governance

• Own and govern SLA compliance across all infrastructure platforms and service towers.


• Maintain SLA dashboards and reporting via ServiceNow / Power BI.


• Conduct SLA review meetings; implement corrective actions for breaches.


• Produce weekly, monthly, and quarterly SLA performance reports.

Client & Stakeholder Engagement

• Act as SPOC for Banking and Finance client on all IT infrastructure matters.


• Conduct Weekly/Monthly/Quarterly Business Reviews (QBRs) with clients.


• Proactively communicate service disruptions and risk mitigations.


• Manage client escalations with urgency and professionalism.


• Coordinate with vendors, partners, and management to ensure service continuity.


• Represent IT in governance forums, steering committees, and audits.

Technical Leadership & Operations

• Oversee infrastructure domains: EUC, Network, Directory Services, Genesys and Compute.


• Drive automation and process improvement to reduce operational risk.


• Oversee incident management for business-critical issues.