Assistant Manager
EXL
full-time
Posted on:
Location Type: Hybrid
Location: Cape Town • South Africa
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About the role
- Establish and operate the Service Desk Team layer across Shared Services.
- Design, implement, and govern Service Management processes, tools, and reporting frameworks.
- Optimize first-line triage, request management efficiency, and SLA performance across service towers.
- Build capability to improve first-contact resolution of customer requests and escalations.
- Develop operational insights and implement tactical and strategic Service Improvement Plans.
- Drive continuous improvement through structured problem management processes.
- Build and execute a Service Desk Team roadmap with clear milestones and measurable outcomes.
- Ensure service quality aligns with release and deployment governance standards.
- Establish strong stakeholder engagement and communication channels across all levels and third-party providers.
- Accountable for end-to-end service delivery across inbound triage and front-line support channels.
- Oversee resolution of service requests, escalations, and operational incidents within agreed SLAs.
- Act as escalation point for complex issues beyond the standard support model.
- Lead root cause investigations for service failures and implement corrective actions.
- Oversee daily service operations to ensure consistent, high-quality customer experience.
- Maintain and continuously enhance Service Management capability and maturity.
Requirements
- Relevant degree or diploma in Information Technology, Business Management, or related field (preferred).
- ITIL certification or equivalent Service Management certification (advantageous).
- Minimum of 2 years’ experience in a Service Desk Team Lead role.
- Experience in Shared Services or large enterprise operational environments preferred.
- Experience in vendor management and service governance strongly advantageous.
- In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL’s EE targets.
Benefits
- EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service Management processesfirst-contact resolutionproblem managementService Improvement PlansSLA performanceoperational incidents resolutionroot cause investigationscustomer experience enhancementreporting frameworksrequest management
Soft Skills
stakeholder engagementcommunicationleadershipteam managementcontinuous improvementstrategic planningtactical executionproblem-solvingcollaborationcustomer service orientation
Certifications
ITIL certificationService Management certification