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