Senior Assistant Vice President-Project Management-Technical Project Management

10 hours ago

Philippines EXL Service Full time ₱1,500,000 - ₱2,500,000 per year

Job Description: Technology Operations leader for EXL

Responsibilities: Basic Function:

  • 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

Essential Functions

  • 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

Primary Internal Interactions

  • Business Operations
  • All Technology Sub-Functions
  • EXL Internal / External Audit Teams

Primary External Interactions

  • Client Teams – especially Client Technology Teams
  • External Vendors – Primarily for Service Desk Management

Qualifications: Technical Skills

  • Good understanding of Networking, Systems, Voice and business applications.
  • An industry recognized certification like ITIL / ITSM is an advantage

Process Specific Skills

  • 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

Soft skills (Desired)

  • Good presentation and interpersonal skills
  • Excellent problem-solving skills in a cross functional environment

Soft Skills (Minimum)

  • 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

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