Information Technology Service Delivery Manager

EXL; Wes-Kaap; On-site; ZAR 1,200,000 - 1,700,000; Full time

Job summary

A leading company in IT service delivery is seeking a Client Portfolio Manager to oversee key accounts focusing on call center technology and operations. The ideal candidate will possess extensive experience managing IT services for large-scale BPOs and demonstrate proficiency in cloud technologies. This role requires a blend of technical expertise and strong communication skills for effective client liaison and incident management. Join EXL to contribute to transforming client expectations and service delivery standards in the ever-evolving IT landscape.

Qualifications

• Experience in managing IT service delivery and call center operations for large BPO relationships.
• Willingness to work in a 24x7 environment.
• Strong communication skills at all levels within client organizations.

Responsibilities

• Responsible for end-to-end management of key accounts focusing on IT service delivery.
• Lead service delivery performance reviews focusing on SLA adherence.
• Collaborate with clients on cloud-based contact center services.

Skills

Cloud Technologies

IT Networking

Incident Management

Education

Graduate degree (B.E./B.Tech)

ITIL/ITSM Certification

PMP Certification

Tools

MS Office

MS Project

Visio

Call center platforms (Avaya, Genesys)

Job description

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.
• Technology solutioning and delivery: Understand the current industry environment and partner with multiple teams to design solutions using SD-WAN/ Internet / MPLS / Azure / Amazon Cloud / GCP etc.
• IT Service Management: Lead reviews of service delivery performance, focusing on SLA adherence and ongoing projects.
• 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 cloud-based contact center services/data and AI technologies.
• Incident Management: Maintain a database of major incidents, capturing downtimes, application issues, and major outages.

Technical Skills:

• Knowledge of Cloud Technologies such as AWS, Azure, or Google Cloud; understanding cloud migration, hosting, and service models (IaaS, PaaS, SaaS).
• 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.
• 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 effectively 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 12-16 years of experience in managing IT service delivery and call center operations for large BPO client relationships (800+ seats).
• Willingness to work in a 24x7 environment.