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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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