Service Delivery Manager

Service Delivery Manager
Location : Hartford , CT – Hybrid
JOB DESCRIPTION:     

 

Senior Service Delivery Manager (ADM Managed Services)

The ADM Service Delivery Manager is responsible for the end-to-end delivery, governance, operational excellence, AI-led transformation, and continuous modernization of large-scale Application Managed Services engagements. The role requires strong leadership experience in managing 24x7 support organizations, driving service reliability, AIOps adoption, Generative AI enablement, intelligent automation, autonomous operations, SRE-driven engineering practices, financial accountability, and strategic client partnerships within highly regulated BFSI environments including Banking, Capital Markets, and Insurance. The individual will be accountable for accelerating the transition from traditional support models to AI-augmented, data-driven, predictive, and self-healing service operations, delivering measurable business value, productivity improvements, operational resilience, and enhanced customer experience.

Experience & Domain Expertise

• Minimum 5+ years of Application Managed Services (AMS) / Application Development and Maintenance (ADM) Service Delivery Management experience leading large and complex support engagements.

• 10+ years of overall IT experience across application development, maintenance, production support, service delivery, operations, transformation, and stakeholder management.

• Strong experience in Insurance domains, including hands-on exposure to Guidewire BillingCenter production support, billing operations, payment processing, delinquency management, integrations, batch monitoring, reconciliation, regulatory compliance, audit, security, and business continuity requirements.

• Proven track record in managing large-scale global delivery teams operating in a 24x7 support model across multiple geographies, vendors, and technology stacks.

Guidewire BillingCenter Production Support Skills

• Deep understanding of Guidewire BillingCenter functional areas including account billing, policy billing, direct bill, agency bill, invoicing, payment plans, suspense payments, collections, delinquency processing, commissions, disbursements, and producer compensation.

• Ability to manage BillingCenter production incidents across billing lifecycle events, payment failures, invoice discrepancies, delinquency exceptions, batch failures, integration errors, financial reconciliation breaks, and downstream accounting impacts.

• Strong working knowledge of Guidewire batch operations, batch scheduling, monitoring, reruns, job dependency analysis, failure triage, data correction coordination, and operational readiness for critical billing cycles.

• Experience supporting integrations with PolicyCenter, ClaimCenter, ContactManager, payment gateways, general ledger, document management, customer portals, agency portals, reporting platforms, and enterprise middleware.

• Hands-on ability to analyze logs, queues, messages, APIs, database records, configuration behavior, business rules, workflows, and billing transactions to identify root cause and drive timely resolution.

• Capability to coordinate major incident response, problem management, service restoration, business communication, defect prioritization, release coordination, and post-incident reviews for BillingCenter production services.

• Knowledge of Guidewire Cloud operating model, Cloud APIs, deployment readiness, environment coordination, security controls, access management, audit requirements, and support model alignment for managed services.

• Ability to define the required capability mix across functional analysts, configuration developers, integration specialists, data analysts, QA engineers, SRE/observability engineers, release managers, and service delivery leads to operate BillingCenter support effectively.

Service Delivery & Operational Excellence

• Accountable for end-to-end service delivery, ensuring achievement of contractual commitments, SLA adherence, KPI targets, operational excellence, and customer satisfaction.

• Lead daily, weekly, and monthly service governance forums with clients and internal stakeholders, providing service performance insights, risk visibility, and improvement roadmaps.

• Manage major incidents, critical production issues, escalation management, crisis communications, and recovery activities to minimize business impact.

• Drive operational stability, service resilience, and proactive risk mitigation across application and production support landscapes.

• Establish strong governance frameworks for service reviews, operational health assessments, compliance tracking, and executive reporting.

Site Reliability Engineering (SRE) & Reliability Focus

• Champion Site Reliability Engineering (SRE) practices including reliability engineering, service observability, monitoring, alert optimization, incident reduction, availability improvement, and error budget management.

• Drive adoption of proactive monitoring, predictive analytics, event correlation, and reliability-focused operating models.

• Improve application availability, mean time to detect (MTTD), mean time to recover (MTTR), and overall service reliability through data-driven initiatives.

Automation & Continuous Service Improvement (CSI)

• Lead Continuous Service Improvement (CSI) programs to drive measurable improvements in service quality, productivity, customer experience, and operational efficiency.

• Identify and implement opportunities for automation, shift-left, self-healing capabilities, AI-assisted operations, and process optimization.

• Define and track value realization through reduction in manual effort, incident volumes, recurring issues, and support costs.

• Foster a culture of innovation and continuous improvement within delivery teams.

Transition & Service Transformation

• Lead service transitions including knowledge acquisition, operational readiness assessments, stabilization, governance setup, and service acceptance.

• Develop transformation roadmaps focused on modernization, automation, tooling improvements, service optimization, and operational maturity.

• Ensure smooth onboarding of applications, teams, and new service scope into the managed services environment.

Financial & Commercial Management

• Own service profitability, resource utilization, forecasting, budgeting, revenue assurance, and cost optimization initiatives.

• Manage contractual obligations, scope governance, change requests, commercial commitments, financial tracking, and margin improvement plans.

• Drive efficiency programs that improve service outcomes while maintaining financial performance objectives.

Leadership & Stakeholder Management

• Lead and mentor managers, team leads, support engineers, and cross-functional delivery teams in a high-performance environment.

• Build trusted relationships with client executives, business stakeholders, technology leaders, and delivery partners.

• Demonstrate strong ownership, accountability, decision-making, and execution excellence in service-critical situations.

• Ensure talent development, succession planning, capability building, and employee engagement across the managed services organization.

Risk, Compliance & Governance

• Proactively identify delivery risks, operational vulnerabilities, compliance gaps, and service improvement opportunities.

• Ensure adherence to organizational, regulatory, security, audit, and client-specific governance requirements.

• Drive action-oriented risk mitigation plans and maintain strong operational controls across the service landscape.

AI & Digital Transformation Experience

• Demonstrated experience leading AI-enabled managed services transformation initiatives involving AIOps, GenAI, automation, observability, and SRE-driven operating models.

• Strong understanding of Generative AI, Agentic AI, AI governance, AI-assisted service management, and enterprise AI adoption patterns.

• Experience building AI business cases, transformation roadmaps, and value realization frameworks for large-scale support organizations.

• Knowledge of ServiceNow AI, Microsoft Copilot, AIOps platforms, observability solutions (Dynatrace, Splunk, Datadog, AppDynamics), and intelligent automation technologies.