Job Title: Service Delivery Manager – Application Managed ServicesPrimary skills: #Guidewire, #P&C Insurance, #PolicyCenter, #ClaimCenter, #AMSLocation: CoimbatoreMode of work: Work from OfficeExperience: 8-10 YearsRequirementsRequired Skills & ExperienceCategoryRequirementsExperience8–10 years overall IT experience, with at least 5+ years managing AMS or Managed Services engagements.Domain KnowledgeExperience in Insurance / Financial Services preferred, ideally with exposure to Guidewire or similar core insurance platforms.Service ManagementStrong knowledge of ITIL v4 processes (Incident, Problem, Change, Release, Configuration).Delivery GovernanceExperience running governance cadence – Weekly/Monthly reviews, SLA dashboards, KPI tracking, and client reporting.LeadershipProven ability to manage multi-location teams (onshore/offshore) of 20–40 members.Stakeholder ManagementStrong communication and presentation skills; experience interfacing with client directors and senior leadership.Analytical & Reporting SkillsProficient in Excel / Power BI / ServiceNow / JIRA reporting for SLA dashboards and KPI trend analysis.Transition ManagementExperience handling transition-in, KT, and steady-state setup for new AMS programs.Financial AcumenUnderstanding of SOW, rate cards, budgets, and invoicing under managed services contracts.Preferred / Desirable Skills- Exposure to Guidewire suite (PolicyCenter, ClaimCenter, BillingCenter) or other enterprise applications. - Experience with DevOps and Cloud-based operations (AWS, Azure). - Familiarity with automation tools (Ansible, ServiceNow Orchestration, UiPath, etc.) for AMS operations. - Knowledge of Shift-Left, SRE, and Agile-based AMS models. - ITIL Foundation or PMP / Prince2 certification (preferred).ResponsibilitiesFollowing are the day-to-day work activities:Service Delivery & Operations- Oversee daily delivery of Application Support & Maintenance (L1–L3) services across agreed applications (e.g., Guidewire PolicyCenter, ClaimCenter, Informatica, Jutro, Mulesoft Integrations). - Ensure all SLAs and KPIs are met for incidents, service requests. - Maintain clear incident escalation paths and ensure timely resolution of critical (P1/P2) issues. - Manage change, release, and deployment activities in coordination with DevOps and release teams. - Drive root cause analysis (RCA) and ensure preventive measures are implemented.Client & Stakeholder Management- Act as the single point of contact (SPOC) for client delivery escalations. - Conduct weekly and monthly governance meetings with client stakeholders. - Present service performance dashboards, SLA reports, and improvement plans. - Build and maintain strong relationships with client business, IT, and vendor teams.Governance & Reporting- Lead governance framework – Weekly Ops Review, Monthly Steering Committee. - Track and report KPIs, SLA adherence, open actions, and financial performance. - Maintain risk and issue registers, and ensure proactive mitigation.Resource & Financial Management- Manage AMS team capacity, utilization, and skill mix. - Forecast and plan resourcing needs aligned with demand fluctuations. - Monitor financial performance – effort burn, billing, cost optimization, and margin targets.Continuous Improvement & Transformation- Identify and implement automation, shift-left, and process optimization opportunities. - Drive Service Improvement Plans (SIPs) and track measurable benefits. - Promote knowledge management, standard runbooks, and reusable assets. - Support transition-in and transition-out activities during engagement lifecycle.
Job Title
Service Delivery Manager