Digital Workplace – Senior Operations Manager Job at EXL South Africa

Job Description

• We are seeking a highly experienced IT Service Delivery Manager to oversee seamless IT Service Management across our operations. This business- and client-facing role is critical in supporting business growth, driving operational excellence, and delivering value to both the organization and its clients.
• The role also includes managing relationships with business client IT teams and ensuring compliance and information security standards are met.

Responsibilities

Key Responsibilities:

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
• Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Qualifications:

• Graduate or higher; Master’s degree is a plus.
• 12–14 years of relevant industry experience, including large-scale operations management.
• Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.

Required Skills & Experience:

• Strong technical knowledge of Networking, Systems, Voice, and business applications.
• Industry-recognized certifications (e.g., ITIL/ITSM) are advantageous.
• Familiarity with project management methodologies.
• Excellent communication skills, capable of engaging stakeholders at all levels.
• Understanding of enterprise business processes, IT operations, and IT processes.
• Proficient in MS Office, MS Project, and Visio.
• Experience managing large-scale operations (5,000–10,000 end users).
• Experience with new implementations, transitions, and Greenfield setups preferred.
• Must be able to work US Hours from the office (Earliest shift: 11:00 AM – 8:00 PM SAST and Latest shift: 2:00 PM – 11:00 PM SAST)
• Must be based in Cape Town