Senior Assistant Vice President: Technology: BPO: Cape Town

Senior Assistant Vice President: Technology Global Operations: Cape Town: BPO Industry

Senior Assistant Vice President for Technology Global Operations who will be reporting to the Vice President of Technology Services.

Basic Function:

• End to end ownership for managing technology operations in a hybrid operating environment, address support challenges and be the escalation point for issues in network, system, and voice environment.
• Partner with business and clients for all new RFP/RFI and enable effective and timely onboarding of new clients.
• Effective partnership with global teams and drive efficiency and adoption of enterprise capabilities.
• Responsible for identifying areas of improvement and implement service improvement initiatives.
• Efficient service delivery of multiple client relationships in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract
• Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations.

Essential Functions:

• Supplier Management – Manage business relationships with external partners and participate in regular supplier reviews.
• Effectively manage all Internal, external, client and statutory audits.
• Client Portfolio Management – End of End documentation / reporting ready & up to date for any business requirement.
• Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.

Education Requirements:

Graduate, Preference for B.E. / BTech with industry recognized certifications like ITIL/ ITSM.

Work Experience Requirements

• Minimum 16 – 18 years in managing technology operations for a large organization in outsourcing environment.
• Willingness to work in a 24 x 7 environment.

Recruitment Note:

Communication will only be with shortlisted candidates: jino.

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