Software Engineer Sr Manager Job ID 215271 Posted 20-May-2025 Service line Corporate Segment Role type Full-time Areas of Interest Digital & Technology/Information Technology Location(s) 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.** CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)