AVP IT Service Delivery Manager
AVP IT Service Delivery Manager
Posted on :
16-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
16-05-2025
Job Description
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 awardwinning IT Global Technology Team.
Technical Qualifications and Requirements
ProcessSpecific Skills required:
Job Description overview
Essential Functions to be delivered
- 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 industryrecognized 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
ProcessSpecific 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 endtoend management of key accounts focusing on IT service delivery including call centre operations and technology
- Technology solutioning and delivery: Understandthe current industry environment and partner with multiple teams to design solutions using SDWAN/ 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 cloudbased contact centre services/data and AI technologies
- Incident Management:Maintain a database of major incidents capturing downtimes application issues and major outages
Required Experience:
Exec
Employment Type
Full-Time
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