- 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 career 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
📌 Service Manager (Bengaluru)
🏢 Aon
📍 Bengaluru