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.

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.