Information Technology Service Delivery Manager

Essential Functions:

• Client Portfolio Management: Responsible for the end-to-end management of key accounts, focusing on IT service delivery, including call center operations and technology.
• IT Service Management & Delivery: Lead reviews of service delivery performance, focusing on SLA adherence and ongoing projects related to call center technologies (e.g., ACD, IVR, CTI).
• Compliance & Information Security: Ensure effectiveness in compliance and information security within client processes, especially for call center data security and privacy.
• Client Liaison: Collaborate closely with clients to understand their requirements and align expectations, particularly around call center technology solutions.
• Incident Management: Maintain a database of major incidents, capturing downtimes, application issues, and major outages related to call center systems like ACD, Dialers, and CRM integrations.

Technical Skills:

• Strong understanding of Networking, Systems, Voice, Business Applications, and Call Center Technologies (e.g., ACD, IVR, CTI, Predictive Dialers, Call Recording Systems).
• IT Networking Background: Solid knowledge of foundational IT certifications like A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+), including troubleshooting, networking fundamentals, and hardware/software support.
• Familiarity with Cloud Technologies such as AWS, Azure, or Google Cloud; understanding cloud migration, hosting, and service models (IaaS, PaaS, SaaS).
• Experience with Call Center Platforms such as Avaya and Genesys—both in terms of implementation, troubleshooting, and optimizing performance.
• Preferably hold an industry-recognized certification like ITIL/ITSM.
• Knowledge of Project Management Methodologies.
• ITIL Framework Knowledge: Including Incident Management, Problem Management, Change Management, and Service Management within call center environments.

Process-Specific Skills:

• Ability to interface and communicate at all levels within EXL and client organizations, particularly regarding call center operations and technology.
• Understanding of Enterprise Business Processes, IT Processes, and Service Delivery, with emphasis on Call Center Operations and Call Center Technology Management.
• Working knowledge of MS Office, MS Project, Visio, and call center software platforms such as Avaya, Cisco, Genesys, or Five9.

Education Requirements:

• A graduate degree, preferably B.E./B.Tech.
• Industry-recognized certifications like ITIL/ITSM, PMP, A+, N+, and Cloud Certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Fundamentals) are an advantage.

Work Experience Requirements:

• Minimum 8-12 years of experience in managing IT service delivery and call center operations for large BPO client relationships (800+ seats).
• Experience with call center technologies, including Avaya and Genesys systems, ACD, IVR, CTI, and workforce management tools.
• Strong background in IT Networking, including the ability to troubleshoot network issues and implement network solutions.
• Experience with Cloud technologies, including hosting, migration, and management of cloud-based services.
• Willingness to work in a 24x7 environment and flexible to work the 2 PM-11 PM shift onsite.