Software Engineer Sr Manager

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

• Bachelor’s 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