Senior IT Operations Manager

1 week ago


Cape Town, Western Cape, South Africa ABC Worldwide Full time
Job Title: Senior Assistant Vice President – IT Operation

We are seeking a highly experienced Senior Assistant Vice President to lead our IT Operations team at ABC Worldwide.

Key Responsibilities:
  • End-to-end ownership of managing technology operations in a hybrid environment, addressing support challenges and serving as the escalation point for issues in network, system, and voice environments.
  • Partner with business and clients to manage new RFP/RFI and ensure effective and timely onboarding of new clients.
  • Collaborate with global teams to drive efficiency and adoption of enterprise capabilities.
  • Identify areas of improvement and implement service improvement initiatives.
  • Deliver efficient service delivery of multiple client relationships in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract.
  • Manage customer relationships and serve as the first point of contact for any process or functional escalations.
Essential Functions:
  • Supplier Management: Manage business relationships with external partners and participate in regular supplier reviews.
  • Effective management of internal, external, client, and statutory audits.
  • Client Portfolio Management: Ensure end-to-end documentation and reporting readiness for any business requirement.
  • Responsible for identifying, implementing, and reviewing 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 clients and internal stakeholders.
  • Driving effectiveness of compliance and information security as part of service delivery of client processes. Shoulder responsibility and work with internal audit teams to meet compliance requirements.
Primary Internal Interactions:
  • Business Operations
  • All Technology Sub-Functions
  • EXL Internal/External Audit Teams
Primary External Interactions:
  • Client Teams - especially Client Technology Teams
  • External Vendors - Primarily for Service Desk Management
Requirements:
  • Graduate, Preference for B.E./B.Tech with industry-recognized certifications like ITIL/ITSM
  • Minimum 16-18 years in managing technology operations for a large organization in an outsourcing environment
  • Willingness to work in a 24x7 environment

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