Senior technical role responsible for end-to-end IT infrastructure delivery, SLA governance, and client engagement for BNY operations. Serves as the primary liaison across technology teams, management, and clients — ensuring service levels are consistently met and stakeholder relationships are proactively managed.
ResponsibilitiesKEY RESPONSIBILITIES
SLA Tracking & Governance
• Own and govern SLA compliance across all infrastructure platforms and service towers.
• Maintain SLA dashboards and reporting via ServiceNow / Power BI.
• Conduct SLA review meetings; implement corrective actions for breaches.
• Produce weekly, monthly, and quarterly SLA performance reports.
Client & Stakeholder Engagement
• Act as SPOC for BNY client accounts on all IT infrastructure matters.
• Conduct Weekly/Monthly/Quarterly Business Reviews (QBRs) with clients.
• Proactively communicate service disruptions and risk mitigations.
• Manage client escalations with urgency and professionalism.
• Coordinate with vendors, partners, and management to ensure service continuity.
• Represent IT in governance forums, steering committees, and audits.
Technical Leadership & Operations
• Oversee infrastructure domains: EUC, Network, Directory Services, Genesys and Compute.
• Drive automation and process improvement to reduce operational risk.
• Oversee incident management for business-critical issues.
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
