Job Title: Service Manager - Appian & Automation Solutions
Job Overview
We are seeking an experienced Service Manager to oversee and ensure the smooth operation of global teams responsible for supporting the Appian platform, Appian applications, and automation solutions implemented on the UiPath SaaS cloud and in-house hosted Bots. 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.
Demonstrated success in fostering teamwork and collaboration across distributed teams
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