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 explicit 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.

📌 AVP Technology Service Delivery (Noida)
🏢 EXL
📍 Noida