AVP Technology Service Delivery

1. Role Purpose

• Senior Technology Service Delivery Consultant for business operations.
• Owns end-to-end technology responsibility across the full client lifecycle - from pre-sales to steady-state delivery.

2. End-to-End Lifecycle Ownership

• Pre-sales / RFP stage:
  • Partners with front-end/business teams to respond to RFPs.
  • Designs differentiated, client-specific technology solutions.
• Client onboarding & transition:
  • Leads technology transition and solution implementation post client sign-off.
• BAU / Run phase:
  • Runs technology service delivery for the account across the entire lifecycle.

3. Core Delivery Responsibilities

• Application and infrastructure availability and reliability.
• Contractual and regulatory compliance.
• Cost management with a clear focus on margin improvement.
• Information security for client and EXL data; ownership of audits and controls.

4. Technology Experience Expectations

• Strong working knowledge across key platforms:
  • Cloud technologies
  • AI and automation
  • Contact center technologies
  • Network & telecom
  • Digital workplace / end-user computing
• Understanding of how AI, cloud, and automation enable business value, not just IT operations.

5. Stakeholder Management & Consulting Mindset (Critical)

• Role requires high maturity in managing multiple senior stakeholders, including:
  • Internal front-end leaders
  • Clients' CIOs, CSOs, and senior executives
• Must demonstrate:
  • Strong communication and influencing skills
  • Ability to explain complex technology solutions in business language
  • Capability to convince stakeholders that EXL's solution is the best-fit and differentiated
• Expected to act as a trusted advisor, not just a delivery leader.

6. Value Creation Orientation

• Focus on value-based delivery, not effort- or volume-based metrics.
• Ability to:
  • Define clear value metrics
  • Measure, track, and report business impact
  • Articulate technology-driven value to clients and internal leadership.

7. Relationship & Executive Presence

• Proven strength in long-term relationship building.
• Comfortable engaging with and managing senior client stakeholders.
• Balances business outcomes, delivery excellence, and client satisfaction.

8. Target Talent Pool

1. Preferred sourcing from peer / competitor organizations such as:

WNS, Teleperformance, Concentrix, Accenture, Infosys BPO, Sutherland, Hinduja Global, TCS BPO, First Source Solutions

• Flexibility to consider strong candidates outside the domain if core consulting and leadership criteria are met.

• Bachelor's degree in information technology, Computer Science, or a related field; master's degree preferred.
• Minimum of 12+ years of experience in technology service delivery, with at least 2 years in a leadership role.
• Innovative mindset with a passion for continuous improvement and strategic thinking.
• Candidate should have exposure and experience to work across few, or all technology domains listed below -
  • Cloud platforms and services
  • Artificial Intelligence (AI) technologies
  • Digital Workplace solutions
  • Contact Center technologies
  • Network infrastructure and services
  • Service Management & Tooling
  • Observability & Analytics
• Proven experience in technology service delivery within Insurance / Healthcare / Utilities / Banking and Capital Markets or similar domains.
• Demonstrated ability to lead complex engagements and deliver high-impact solutions.
• Excellent communication, stakeholder management, and influencing skills.
• Certification in above-mentioned technologies, ITIL, PMP, or similar service delivery and project management methodologies

• Client-Facing Delivery Ownership: Develop and implement a comprehensive technology service delivery strategy along Growth, Transformation, Delivery and Risk that is aligned with Global Technology's goals.
• Technology Solutions Ownership: Oversee delivery across multiple technological domains including:
  • Cloud platforms and services
  • Artificial Intelligence (AI) technologies
  • Digital Workplace solutions
  • Cloud Contact Center and AI
  • Network infrastructure and services
  • Client Interconnects
• Strategic Engagement & Innovation:
  • Value driven engagement with business / clients
  • Drive innovation in service delivery models and technology adoption.
  • Partner with business operations and growth teams to identify opportunities where technology can enable agile and effective business delivery.
• Process Excellence & Quality Assurance:
  Collaborate with cross-functional teams to enhance service delivery processes, improve operational efficiency, and ensure adherence to quality standards, timelines, and budgets.
• Stakeholder Management:
  • Build strong relationships with internal and external stakeholders, influencing decision-making and ensuring customer satisfaction.
  • Drive monthly and quarterly reviews with Value driven metrics impacting business
• Communication & Influence:
  Demonstrate exceptional communication and influencing skills to articulate technology value propositions and drive consensus across diverse teams.