Enterprise Technology Leader

Role:

A visionary enterprise technology leader with a strong AI ‑ first mindset, responsible for transforming Enterprise Technology Infrastructure and Operations into an intelligent, autonomous, and resilient digital backbone. The role combines strategic leadership with strong execution ownership, ensuring enterprise technology services are AI-embedded, contemporary, secure, reliable, cost ‑ effective, and future ‑ ready with core focus on Enterprise Service Architecture, Delivery, Process and User Experience and responsible to -

•                 Drive the Enterprise Technology Infrastructure and Operations for EXL Service

•                 Lead the transition from reactive and rule ‑ based operations to predictive, proactive, and autonomous operations (AIOps).

•                 Lead the overall Enterprise Technology Infrastructure and Operations Team primarily Managing Digital Workplace Services, Service Desk, Asset Management and Automation strategy

•                 Lead the Service management transformation initiatives to drive Service experiences to end users

•                 Interface and Liaison with Technology Services, Equipment’s supplier partners, Service management platforms for all technology related requirements and improvements

•                 Lead Strategic relationship with core Technology suppliers, act as liaison 3rd party service providers  

•                 Manage a large team of Direct employees, Partner resources and Virtual global teams

Essential Responsibilities

Ability to operate across at all levels within the global organization and cross functionally with multiple client organizations

·        Enterprise Technology Infrastructure and Operations Strategy and Roadmap Development

o   Lead the Enterprise AI strategy and roadmap for Technology Infrastructure & Operations with a focus on driving superior employee experience from enterprise technology operations and service management transformation, and primarily Managing Digital Workplace Services, Service Desk, Asset Management and Automation strategy.

o   Engage with corporate and enterprise functions leadership in identification of critical support processes and metrics, improve, and modify, to ensure that those processes are in control.

o   Lead engagements with Business and Enterprise Functions leadership for seamless availability of technology operations services, automation of services through efficient management of Technology Operations, Processes and Policies, End User Computing services (Digital Workplace Services), Technology Digital Asset Management, ITSM Tools and Platform, Vendor and Partner Management.

·        Technology Delivery Head (India)

o    Lead a geography team and ensure seamless synergy with multi geography team, aligned into capability groups focused on driving ongoing technology operations service delivery and maturity, and technology architecture and engineering. Ensure high cohesion between these different groups to drive successful outcomes.

o   Lead client engagements for showcase of Enterprise Systems and Technology serviceability capabilities driving effectiveness across Business, participate in technology architecture and design discussions, and program governances’ meetings to ensure seamless availability of committed technology infrastructure and services.

o   Participate/ Lead externalization of enterprise technology availability strategy and digital operations capabilities evangelization with leadership groups (Executive and Operating Committees, Global Leadership, business/functional heads, transformation program steering groups), to drive buy-in and engagement for timely influences on key decisions/ escalation and value realization.

o    Mature the existing Enterprise Technology Infrastructure and Operations Delivery Management framework and methodologies driven approach for timely and agile project execution, strengthen Service Delivery based frameworks for Enterprise deliveries across enterprise for external and internal and. for e.g., Portals, Operations Management suite, Finance ERP, Human Capital Management suite, etc.

o    Partner with Enterprise Digital Transformation Forums, Program Steering Groups, Business and Enterprise Functions leadership, and digital capabilities Partners, manage delivery expectations and identify opportunities of co-creating value.

o   Lead engagements with Partner ecosystem constituting advanced technologies partners, large solution platform OEMs, leading Cloud Services Providers, Big4s, and niche technology services partners. Drive rigorous governance, innovation/ co-creation, and joint value-creation objectives with them

o   Ensure a robust and optimal enterprise operations ecosystem based on a Cloud First approach, having availability of core technology platforms (e.eg. ERP, HCM, CRM, S&M) to address a wide variety of digitization objectives in enterprise processes value chain (hire-2-rehire, record-to-report, etc.), and the architecture scalable enough to facilitate onboarding of best-of-breed technology solution capabilities where required.

o   Deepen the embedding and adoption of a diverse set of advanced digital technologies including AI/ ML, Intelligent Process Automation and Workflow, Web 3.0, Metaverse, Integration and such in digital transformation objectives of business and enterprise.

·        Enterprise Technology Infrastructure and Operations Digitization

o    Lead Technology Architecture and Engineering groups to ensure effective alignment on core infrastructure, tech-ops, and cyber security requirements are aligned for a seamless delivery for existing and new enterprise digital capabilities.

o    Collaborate and contribute for contemporary technological platforms, definition and evolution of appropriate technological strategies and roadmaps.

o    Providing leadership guidance for Digital workplace scalability (Devices, Software’s, Licenses …etc.) to meet Business forecast for Growth

o    Lead on a well-rounded Talent management program with focus on Succession development, Retention Management. Drive Organization Structure & Leadership development for evolving enablement and engagement needs of the Business and Enterprise

o    Lead evangelization of internal capabilities/ technology operations delivery processes to Stakeholders/ Sponsors and frontend teams, externalization through Industry Analyst and forums to demonstrate digitization maturity in enterprise.

Interactions

·        Primary Internal Interactions

·        CXO – Members of Executive Committee/ Operating Committee/ Global Leadership Committee

·        Business – BU Heads/ Operations Leaders/ Process Owners/ Client Management Teams

·        Functions – Functions Heads/ Sub Functions Leaders/ Process Owners/ Finance

·        Internal Technology SME groups – Cloud Infrastructure & Engineering, Technology Operations, Cyber Security, Technology Solutioning and Delivery Leads across the Business

·        EXL Internal / External Auditors

·        Clients – CXOs/ Leaders/ Teams

·        Business – Business Unit Heads/ Operations Leads/ Process Owners

·        External Technology Expert Groups

·        External Providers – OEMs, Solution Partners, Service Providers

·        Industry Forums

Required Competencies and Skills

·        Technical Competencies

o    Finest understanding/ Knowledge of Technology Operations and Supplier Management   

o    Global Service Desk operations, Technology Digital Asset Lifecycle Management, Digital Workplace Services, ITSM and ITL Practices, Unified Communication and Collaboration Services

o    Good Understanding of global Infrastructure (Telco links, contact centres, Service providers) and technical skills in Cloud infrastructure with / Voice / Network/ UC&C

o    Knowledge on Service management platforms (ServiceNow) and service transformation models

o    Reporting and Dashboard, Governance, Relationship management

o    Knowledge of technology digital experience platform that can enable a unified and ubiquitous user experience across the gamut of enterprise technology infrastructure services to simplify user interactions with systems and enhance efficiency

o    Experience in Packaging Technology Operations capabilities and building enablement models including Licensing, hosting is required

o    Knowledge of basic and advanced office automation tools such as Excel, PowerPoint, MS-Projects, and Visio

·        Process Specific Skills

o    An industry recognized certification like ITIL / ITSM is an added advantage

o    Ability to quickly learn and drive the evolution of technology processes

o    A Good Understanding of Technology support process and Asset Lifecycle processes

o    Understanding/Delivery Experience in a business aligned Technology scenarios

o    Understanding of processes of Enterprise Functions (Finance, HR, Legal, Sales & Marketing) will be preferred

o    Understanding Business Verticals like Insurance, Banking, Utilities, Logistics, Travel is desirable

o    Understanding and experience of using Cloud based services, contemporary architecture etc.

·        Soft skills (Desired)

o    Good listening, consultative and influencing skills

o    Able to receive and provide constructive feedback

o    Negotiation and persuasion

o    Worked / exposure to enterprise technology and delivery management

o    Leading from the front, engage, develop, and motivate people by giving constructive feedback

·        Soft Skills (Minimum)

o    Strong verbal and written communication skills with the ability to deal at all levels of the organization, with external stakeholder organizations

o    Strong customer service orientation ability to connect with global customers and work with Global teams.

o    Good collaboration and partnering skills

o    Good presentation and interpersonal skills

Education Requirements

o    Graduate, preference for degree in Computer Science (MCA/BS/BE) with industry recognized certifications

o    Engineering graduate with MBA (preferred)

o    Trained in ITIL, at least one cloud technologies, certification in Project Management (PMP/CPM/PPM/PRINCE2), ITIL/ITSM (Preferred), Software standards like ISO (Preferred)

Work Experience Requirements

o    A total of 20-25 years in in managing Enterprise Technology and Transformation, including AI ‑ driven automation and intelligent operations

o    Experience in driving large-scale Enterprise Infrastructure and Operations in a 365 x 24 x 7 environment enabling and managing multiple geographies and industry lines

o    Experience in driving Enterprise Technology Infrastructure and Operations Transformation by introducing Automations with AI and ML capabilities