Description

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

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.

Responsibilities

- 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.

Qualifications

- 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.
- Creative 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

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