Software Engineer Sr Manager

Job Description

Gurgaon Haryana India, Hyderabad Telangana India, Noida Uttar Pradesh India Job Role As a Service Delivery Manager for Enterprise Applications, you will be responsible for ensuring the smooth and efficient delivery of our critical enterprise applications You will lead a team that focuses on maintaining service levels, managing incidents and changes, driving transformation through automation, and leveraging AI insights to optimize service delivery You will be a key driver in enhancing the reliability, performance, and user experience of our enterprise applications, contributing directly to CBRE's business success Key Responsibilities Service Delivery Management: Oversee the end-to-end service delivery of enterprise applications, ensuring adherence to SLAs and KPIs Develop and maintain comprehensive service delivery plans and documentation Proactively monitor application performance and identify areas for improvement Establish and maintain strong relationships with internal stakeholders and external vendors Incident Management Lead the incident management process, ensuring timely resolution and minimizing service disruptions Conduct root cause analysis and implement preventive measures to reduce recurring incidents Develop and maintain incident response procedures and communication protocols Change Management Manage the change management process, ensuring controlled and efficient implementation of changes Assess the impact of proposed changes and mitigate potential risks Ensure compliance with change management policies and procedures Metrics And Reporting Define and track key service delivery metrics, including uptime, response time, and customer satisfaction Generate regular reports and dashboards to provide insights into service performance Use data-driven insights to identify trends and drive continuous improvement Transformation And Automation Identify opportunities for process automation and implement solutions to improve efficiency Drive digital transformation initiatives to enhance service delivery capabilities Evaluate and implement new technologies to optimize application performance and reliability Leadership And AI Awareness Lead and mentor a team of service delivery professionals, fostering a culture of collaboration and excellence Stay abreast of emerging AI trends and technologies, and identify opportunities to leverage AI for service delivery optimization Understand how to implement AI driven monitoring, and alerting Understand how to implement AI driven ticket routing Understand how to use AI to improve knowledge bases Promote the use of AI tools to improve reporting and data analysis Participate in strategic planning and contribute to the development of technology roadmaps Vendor Management Manage relationships with external vendors, ensuring they meet SLAs and deliver high-quality services Negotiate contracts and manage vendor performance Key Requirements Bachelors degree in Computer Science, Information Technology, or a related field Minimum of 15 years of experience in IT service delivery management, with a focus on enterprise applications Prior GCC experience in a similar role is a must have Proven experience in incident management, change management, and problem management Strong understanding of ITIL frameworks and best practices Experience with automation tools and technologies Excellent analytical and problem-solving skills Strong communication and interpersonal skills Demonstrated leadership and team management abilities Demonstrated understanding of AI concepts and applications within IT service delivery Experience with cloud based enterprise applications Experience with enterprise level ticketing systems Service line: Corporate Segment Show more Show less