Senior Manager of Enterprise Application Services, Technical Operations:

The Senior Manager of Enterprise Application Services provides leadership and is accountable for the performance associated with our Application Operations. The primary function of the team is to manage the delivery of an effective and optimized service. The team is comprised of both internal colleagues and external third parties and is responsible for ensuring the support of applications through the performance in accordance with pre-established contracts and/or statements of work. Through vendor relationships, the Service Delivery team will develop a relationship that fosters service excellence, drives operational excellence, IT best practices, compliance and continuous improvement

Key attributes of the position include extensive knowledge of IT processes, the ability to collaborate with and influence others, as well as the ability to lead teams. Leading a number of teams with various skill sets, the primary responsibilities of the role include:

- Accountable for managing the delivery of contracted outsourced services
- Responsible for managing a team of service delivery leaders on a daily basis.
- Key point of contact within region to manage resources
- Interprets, executes and acts as an advisor to Service Delivery Managers to meet schedules or resolve operational problems.
- In conjunction with the Solution Managers and BRM organizations, define Service Level Agreements to meet business needs.
- Ensures that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.




- Ensures that implementations and ongoing services are delivered on time and meet requirements by maintaining tight control over the schedule, risks, scope of work, and budget.
- Accountable for financial and budget management including operations review, planning, cost control and forecasting.
- Accountable for developing and ensuring execution of maintenance plans to ensure system supportability.
- Builds and maintains strong vendor relationships and participates in vendor meetings regarding performance to ensure satisfaction.
- Establish clear communication channels with the vendor(s) from a strategic and operational perspective. Participate in regular service performance reviews as defined by the mutual governance processes.
- Accountable for the management of the relevant statement(s) of work.
- Manage contract scope and any variations and review outcomes of monthly operational reviews with regional service delivery organizations. Take accountability for all customer issues to satisfy resolution.
- Participate and oversee the development and delivery of regular operational reports on performance. Manages escalation issues with the vendor(s).




- Manage the internal relationships required to deliver our service obligations and provide leadership, manage and mentor the career development of delivery organizations service delivery managers and analysts.

Minimum Requirements:

- Bachelor's Degree related to Information Systems, Business or other relevant academic discipline or relative work experience
- Minimum 10 years of experience in a large-scale, enterprise environment.
- Must be able to work in a fast-paced, changing environment, and with all levels of the organization.
- Adaptable with a willingness and ability to take on a variety of concurrent tasks and work with ambiguity
- Demonstrated high level of written, verbal and interpersonal skills to communicate information, ideas, procedures and processes in a logical sequence; at a level appropriate to the audience and resulting in effective working relationships.
- Demonstrated ability to manage multiple, complex ventures in a timely manner.
- Ability to align objectives with a broader organizational goal to create a common mindset within the team
- Exhibits ability to work both in a team workplace and independently.
- Strong analytical, organization, time management and process management skills
- Exhibits high personal performance standards, the desire and ability to continuously learn and must be results oriented.
- Proven ability to build long-term relationships with vendors and internal business partners.
- Ability and willingness to travel as needed to achieve business objectives likely 15-30% to other locations.

📌 Senior Manager of Enterprise Application Services (Bengaluru)
🏢 ADM
📍 Bengaluru