Senior Assistant Vice President-Project Management-Technical Project Management
- Philippines
- Permanent
- Full-time
- Responsible for managing day to day Site Operations (Systems, Network, Voice) in line with the Centralized Technology Operations team
- Responsible for client service delivery in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract
- Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations
- Ensure availability of Technology for Business - End to end ownership for Technology Availability, Service Desk, Site Specific systems, network, Voice environment
- Client Portfolio Management - End of End documentation / reporting ready & up-to-date for any business requirements
- Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation
- Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders
- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes - Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements
- Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams
- Major Incidents Database - Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future
- Business Operations
- All Technology Sub-Functions
- EXL Internal / External Audit Teams
- Client Teams - especially Client Technology Teams
- External Vendors - Primarily for Service Desk Management
- Good understanding of Networking, Systems, Voice and business applications.
- An industry recognized certification like ITIL / ITSM is an advantage
- Ability to interface and communicate at all levels within EXL and Client organizations
- Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital
- Working knowledge of MS office, MS Project and Visio
- Good presentation and interpersonal skills
- Excellent problem-solving skills in a cross functional environment
- Strong verbal and written communication skills (English)
- Strong customer service orientation ability to connect with global customers and work with Global teams
- Good listening and consultative skills