Senior Project Manager overseeing the delivery of digital projects at dentsu. Collaborating with cross - functional teams and managing client relationships while ensuring project goals and timelines are met.
EX
Hybrid Senior Assistant Vice President – Project Management, Technical Project Management
Posted 4 months ago
About the role
- Technology Operations leader for EXL managing day-to-day operations and client service delivery. Overseeing Systems, Network, and Voice operations in a centralized technology team.
Responsibilities
- 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
- 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
Requirements
- Good understanding of Networking, Systems, Voice and business applications.
- An industry recognized certification like ITIL / ITSM is an advantage
- 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
- 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
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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