{"id":2225733,"url":"https://alion.io/job/exl-digital-workplace-senior-operations-manager-2","title":"Digital Workplace - Senior Operations Manager","company":{"id":38016,"name":"EXL","domain":"exlservice.com","url":"https://alion.io/company/exl","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":82,"open_postings":68,"ghost_share":0,"stale_share":0.926,"repost_share":0,"time_to_fill_p50_days":8,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":55000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":31},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-08T14:20:23Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-18T18:22:11Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"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.\n Key Responsibilities:\nClient Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.\nIT 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.\nBusiness Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.\nCompliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.\nClient Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.\nIncident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.\nOperational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.\nProject Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.\nGlobal Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.\n Qualifications:\nGraduate or higher; Master’s degree is a plus.\n12-14 years of relevant industry experience, including large-scale operations management.\nProven ability to take end-to-end ownership of technology operations, assets, and service delivery.\nRequired Skills & Experience:\nStrong technical knowledge of Networking, Systems, Voice, and business applications.\nIndustry-recognized certifications (e.g., ITIL/ITSM) are advantageous.\nFamiliarity with project management methodologies.\nExcellent communication skills, capable of engaging stakeholders at all levels.\nUnderstanding of enterprise business processes, IT operations, and IT processes.\nProficient in MS Office, MS Project, and Visio.\nExperience managing large-scale operations (5,000-10,000 end users).\nExperience with new implementations, transitions, and Greenfield setups preferred.\nMust 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)\nMust be based in Cape Town\n In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets","description_format":"text","description_chars":2892,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","AI Consulting & Integration","Analytics & BI Consulting"],"lifecycle":[{"event":"open","at":"2026-10-10T16:02:47Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.521,"p_room":0.55,"age_days":8,"expected_fill_days":8,"reasons":["conf:2","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/exl-digital-workplace-senior-operations-manager-2","json_url":"https://alion.io/job/exl-digital-workplace-senior-operations-manager-2.json","meta":{"generated_at":"2026-10-19T04:38:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2770,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38016},"rest":"https://alion.io/mcp/rest/get_company?id=38016"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexl-digital-workplace-senior-operations-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexl-digital-workplace-senior-operations-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexl-digital-workplace-senior-operations-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exl-digital-workplace-senior-operations-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexl-digital-workplace-senior-operations-manager-2"}]}