Digital Workplace - Senior Operations Manager-Technology

OverviewDigital Workplace - Senior Operations Manager-Technology, EXL, City of Cape Town, Western Cape, South Africa.

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.

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.

Required Skills & Experience

Experience with new implementations, transitions, and Greenfield setups preferred.

Qualifications

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