Service Delivery Manager

Job Title

Primary skills:

Location

Mode of work

Experience

Requirements

Required Skills & Experience

Category

Requirements

Experience

8–10 years overall IT experience, with at least 5+ years managing AMS or Managed Services engagements.

Domain Knowledge

Experience in Insurance / Financial Services preferred, ideally with exposure to Guidewire or similar core insurance platforms.

Service Management

Strong knowledge of ITIL v4 processes (Incident, Problem, Change, Release, Configuration).

Delivery Governance

Experience running governance cadence – Weekly/Monthly reviews, SLA dashboards, KPI tracking, and client reporting.

Leadership

Proven ability to manage multi-location teams (onshore/offshore) of 20–40 members.

Stakeholder Management

Strong communication and presentation skills; experience interfacing with client directors and senior leadership.

Analytical & Reporting Skills

Proficient in Excel / Power BI / ServiceNow / JIRA reporting for SLA dashboards and KPI trend analysis.

Transition Management

Experience handling transition-in, KT, and steady-state setup for new AMS programs.

Financial Acumen

Understanding 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).

Responsibilities

Following 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.