Technology Solutions Delivery

About the role

EXL's Technology Solutions Delivery team in Pune, Maharashtra, India owns end-to-end IT service delivery for key client accounts, driving business growth and value through IT interventions while managing client IT team relationships. Day-to-day work includes leading SLA and project delivery reviews, identifying and implementing service improvement initiatives, ensuring compliance and information security with internal audit, and maintaining a major incident database for client process and application downtimes. This is a business- and client-facing role operating on a hybrid work model.

What you’ll do

• Own key accounts end-to-end from an IT service delivery perspective
• Lead service delivery reviews covering SLA adherence and ongoing projects with clients and internal stakeholders
• Manage and support business ramp-ups and growth
• Drive service improvements, productivity gains, and cost optimization
• Ensure effective compliance and information security in service delivery and collaborate with internal audit teams
• Act as a liaison between clients/business and internal teams to align delivery expectations
• Maintain a database of client process downtimes and application issues for future analysis

What you’ll bring

• Graduate degree, with preference for B.E. / B.Tech
• Industry-recognized certifications such as ITIL/ITSM or PMP
• Experience in IT service management and delivery
• Ability to lead service delivery reviews on SLA adherence
• Client and stakeholder relationship management skills
• Capability to drive service improvements and cost optimization
• Compliance and information security awareness
• Incident and downtime tracking discipline

Skills

Education

Graduate, Preference for B.E. / B.Tech