AVP - IT Service Delivery Manager

About the position

Our Client, a Leading BPO has an amazing new opportunity available. They are seeking an Assistant Vice President - IT Service Delivery Manager to join their award-winning IT Global Technology Team.

Technical Qualifications and Requirements

• Experience with Call Centre Software Platforms (Avaya, Cisco, Genesys, Five9) in implementation, troubleshooting, and performance optimization
• Proficiency in Cloud Technologies such as AWS, Azure, Google Cloud
• Understanding of cloud migration, hosting, and service models (IaaS, PaaS, SaaS)
• Solid IT Networking background with foundational certifications required: A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+) including troubleshooting, networking fundamentals, and hardware/software support
• Familiarity with ITIL Framework, including Incident Management, Problem Management, Change Management, and Service Management within call centre environments
• Preferable certification: 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 centre environments.
• Professional working knowledge of MS Office, MS Project, Visio
• Candidates must have the ability to multi task, prioritise and manage daily work activities

Process-Specific Skills required:

• Ability to interface and communicate effectively at all levels within Internal Company and client organisations, particularly regarding call centre operations and technology
• Understanding of Enterprise Business Processes, IT Processes, and Service Delivery, with emphasis on Call Centre Operations and Call Centre Technology Management
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls - both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
• Any other essential function that may occur from time to time as directed by the Supervisor

Job Description overview

• Client Portfolio Management - End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders
• Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders
• Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation
• 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

Essential Functions to be delivered

• Client Portfolio Management: Responsible for the end-to-end management of key accounts, focusing on IT service delivery, including call centre 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 centre data security and privacy
• Client Liaison: Collaborate closely with clients to understand their requirements and align expectations, particularly around cloud-based contact centre services/data and AI technologies
• Incident Management: Maintain a database of major incidents, capturing downtimes, application issues, and major outages

Desired Skills:

• ITIL
• Avaya
• Genesys
• AWS
• Azure
• GCP
• Cloud Migration
• ITSM
• IT Service Management

Desired Work Experience:

• More than 10 years