Digital Workplace - Senior Operations Manager

EXL South Africa · Cape Town, Western Cape

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Job Description

We are seeking a highly experienced IT Service Delivery Manager to oversee seamless IT Service Management across our operations. This business- and client-facing role is critical in supporting business growth, driving operational excellence, and delivering value to both the organization and its clients.
The role also includes managing relationships with business client IT teams and ensuring compliance and information security standards are met.

Responsibilities

Key Responsibilities

Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Graduate or higher; Master's degree is a plus.
12–14 years of relevant industry experience, including large-scale operations management.
Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.

Strong technical knowledge of Networking, Systems, Voice, and business applications.
Industry-recognized certifications e.g., ITIL/ITSM are advantageous.
Familiarity with project management methodologies.
Excellent communication skills, capable of engaging stakeholders at all levels.
Understanding of enterprise business processes, IT operations, and IT processes.
Proficient in MS Office, MS Project, and Visio.
Experience managing large-scale operations 5,000–10,000 end users.
Experience with new implementations, transitions, and Greenfield setups preferred.
Must be able to work US Hours from the office Earliest shift: 11:00 AM – 8:00 PM SAST and Latest shift: 2:00 PM – 11:00 PM SAST
Must be based in Cape Town