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 • 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. • 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. • 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