Digital Workplace - Senior Operations Manager-Technology

Exl; Stellenbosch; Remote; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading business process management company is seeking a Senior Operations Manager to oversee IT service management in Stellenbosch, South Africa. You will lead operational reviews, implement service improvement initiatives, and liaise with clients to ensure adherence to delivery requirements. The ideal candidate should have strong leadership skills and a background in IT service operations.

Responsibilities

• Lead Operational Reviews on SLA adherence with stakeholders.
• Participate in ongoing Service Operations Reviews with clients.
• Identify and implement service improvement initiatives.
• Ensure compliance with information security and client processes.
• Liaise with clients to understand delivery requirements.
• Capture all major incident downtimes for future use.

Job description

Overview

Digital Workplace - Senior Operations Manager-Technology role at EXL in Cape Town, Western Cape, South Africa.

Responsibilities

• IT Service Management and Delivery - Lead Operational Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Participate in ongoing Service Operations Reviews and on new business growth calls with client / internal stakeholders.
• Business Value Creation - Identify, implement and review service improvement initiatives; drive productivity improvements as per plan and control operation costs.
• Driving Effectiveness of Compliance & Information Security as part of Operations of client processes; work with Internal Audit Teams to meet compliance requirements.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to Internal Teams.
• Major Incidents Database – Capture all Client processes downtimes / application issues & major downtimes for future use.