Manager - Technology

About the position

An established and innovative global services company is seeking a Manager - Technology to oversee IT service delivery for key enterprise accounts. The role offers the opportunity to work at the forefront of IT service management, driving operational excellence, ensuring compliance, and fostering strong stakeholder relationships. This position also contributes to business growth by identifying and implementing service improvement initiatives across complex enterprise environments.

Key Responsibilities:

• End-to-end ownership of IT service delivery for major client accounts
• Lead service delivery reviews, including SLA adherence, ongoing projects, and operational effectiveness
• Participate in business reviews and growth discussions with internal stakeholders
• Identify, implement, and monitor service improvement initiatives to enhance productivity and control operational costs
• Drive compliance and information security within service delivery, collaborating with audit teams as needed
• Act as the liaison between enterprise stakeholders and internal teams, ensuring clarity of expectations and delivery requirements
• Capture and maintain records of major incidents, downtimes, and service issues to inform future operations

Skills and Competencies:

• Strong understanding of networking, systems, voice, and business applications
• Industry-recognized certifications such as ITIL, ITSM, or PMP are advantageous
• Familiarity with project management methodologies
• Ability to communicate effectively at all organisational levels
• Knowledge of enterprise business processes and IT service delivery
• Proficiency in MS Office, MS Project, and Visio
• Excellent presentation, interpersonal, and problem-solving skills in cross-functional environments
• Strong customer service orientation and ability to work with global teams
• Effective listening and consultative skills to understand and translate requirements into action

Qualifications:

• Bachelor's degree, preferably B.E. / B.Tech or equivalent
• Industry-recognised certifications such as ITIL, ITSM, or PMP are advantageous
• Minimum 8-12 years' experience managing IT service delivery for large call centres
• Willingness to work in a 24 x 7 operational environment

Desired Skills:

• IT Service Delivery
• ITIL
• ITSM
• Project Management
• Enterprise Accounts
• Stakeholder Engagement
• Networking & Systems
• Compliance & Security

Desired Work Experience:

• More than 10 years

Desired Qualification Level:

• Degree