Assistant Vice President- -Information Technology Service Delivery Manager at EXL South Africa

• We have an amazing new opportunity available to join our award-winning IT Global Technology Team as an Assistant Vice President -IT Service Delivery Manager.

Essential Functions:

About the Role:

• We are looking for an experienced IT Service Delivery Manager / Technical Account Manager to oversee and enhance service delivery operations, manage client relationships, and drive service excellence. The ideal candidate will be client-focused with a proven track record of delivering exceptional IT services, optimizing customer experience, and maintaining high service standards in alignment with business goals.

Key Responsibilities:

• Act as the primary point of contact for clients, managing relationships and ensuring excellent service delivery.
• Oversee IT service management (ITSM) processes, including incident management, problem management, and change management.
• Ensure adherence to Service Level Agreements (SLAs) and drive continuous service improvement initiatives.
• Work closely with VoIP, telephony, and contact center technology platforms such as Cisco, Avaya, Genesys, and cloud-based ITSM tools.
• Collaborate with internal IT teams, technical support, and external vendors to resolve service issues efficiently.
• Conduct service performance reviews and provide actionable insights to enhance service delivery.
• Implement ITIL frameworks and best practices to optimize IT service operations.
• Drive customer success and satisfaction by identifying and addressing service gaps proactively.
• Provide technical guidance and ensure seamless coordination between clients and technical teams.
• Participate in business reviews, ensuring client expectations are met and exceeded.

Key Requirements:

• Bachelor’s degree in IT, Computer Science, Business, or a related field.
• 9+ years of proven experience in IT Service Delivery, Technical Account Management, or related roles.
• Strong expertise in IT Service Management (ITSM), service delivery frameworks, and process improvement.
• Hands-on experience with VoIP, telephony, and contact center technologies (Cisco, Avaya, Genesys, etc.).
• Knowledge of ITIL frameworks and service management best practices (certification preferred).
• Proven experience in SLA management, client relationship management, and stakeholder engagement.
• Exceptional client-focused approach with a demonstrated ability to build and maintain strong customer relationships.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication, negotiation, and leadership abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Experience working in a BPO, Managed Services, or IT Consulting environment.
• Familiarity with cloud-based ITSM tools and automation technologies.
• Strong ability to identify service gaps and propose innovative solutions.
• Demonstrated track record in driving customer success and satisfaction.