AOAon
Service Manager - Automation
Bangalore ₹2-6 LPA Posted 14 May 2025
FULL TIME
Uipath
Appian
Itil
Service Management
Automation
+1 more
Job Description
- In this critical role, you will work across multiple regions and time zones, managing both vendor teams and internal resources to deliver seamless service to our global reinsurance operations
- The ideal candidate will have a strong background in platform management, automation technologies, and IT service delivery, with a proven ability to lead distributed teams and drive continuous improvement
- Key Responsibilities: Service Management: Ensure the reliable operation and performance of the Appian platform, Appian applications, UiPath cloud-based automations, and in-house hosted Bots
- Manage and coordinate service delivery across multiple global teams, including both internal staff and external vendors, to ensure high availability and performance of solutions
- Establish and maintain SLAs, KPIs, and other performance metrics to track service quality and team efficiency
- Develop and manage incident, problem, and change management processes for the Appian and UiPath environments, ensuring timely resolution and minimal business disruption
- Act as the escalation point for critical service issues, ensuring prompt response and resolution to maintain business continuity
- Vendor Resource Management: Lead, manage, and coordinate teams from multiple vendors and internal stakeholders across global regions
- Oversee contracts, performance reviews, and day-to-day interactions with external service providers, ensuring they meet quality and service expectations
- Work with internal HR and resource teams to manage staffing needs, including hiring, onboarding, and professional development of internal team members
- Drive cross-functional collaboration between IT teams, business stakeholders, and vendors to ensure alignment on service priorities
- Platform Automation Solutions Oversight: Provide oversight for the continuous improvement, optimization, and maintenance of the Appian platform and automation solutions on UiPath SaaS cloud and in-house hosted Bots
- Collaborate with technical teams to ensure the Appian applications and UiPath Bots are updated, patched, and maintained to prevent service disruption
- Ensure compliance with security, privacy, and data protection regulations across all platforms and automation solutions
- Oversee integration efforts between Appian and UiPath platforms with other enterprise systems
- Operational Strategic Planning: Develop and implement strategic plans for scaling Appian and UiPath solutions as the business grows, ensuring the teams are equipped to handle increasing service demands
- Proactively identify opportunities for automation and optimization of business processes, leading initiatives to improve operational efficiency through Appian and UiPath platforms
- Lead the creation of roadmaps for future service improvements and technological advancements in line with company objectives
- Reporting Communication: Prepare and present regular service performance reports to leadership, providing insights into system health, service quality, and areas for improvement
- Foster clear and effective communication between global teams, promoting transparency and collaboration across regions and departments
- Conduct regular stakeholder meetings to align on service expectations and review performance against objectives
- Required Qualifications: Experience: Minimum 7+ years of experience in IT service management, platform management, or automation solutions, with at least 3 years managing global teams
- Proven experience managing the Appian platform and UiPath automation solutions (SaaS and on-premise Bots)
- Experience working within the insurance or reinsurance industry is preferred but not required
- Skills Knowledge: Strong knowledge of Appian BPM (Business Process Management) and UiPath automation tools and technologies
- Proficiency in ITIL or similar frameworks for incident, problem, and change management
- Experience with managing third-party vendors, including performance management, contracts, and service reviews
- Ability to work across different time zones and cultures, ensuring global service delivery and operational efficiency
- Excellent communication and leadership skills, with the ability to translate complex technical information for business stakeholders
- Certifications: Appian Certified Associate or Appian Lead Designer certification preferred
- UiPath Advanced RPA Developer certification or equivalent knowledge of RPA platforms
- ITIL certification or similar service management qualifications preferred
- Personal Attributes: Strong leadership and decision-making skills
- Excellent problem-solving abilities with a proactive approach
- Ability to manage multiple priorities in a fast-paced, global environment