Guidewire Service Delivery Manager

Capgemini • New York, NY

16d • $120,000 - $170,000 • Remote

About The Position

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.

Requirements

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

Responsibilities

• End-to-end delivery governance, operational excellence, AI-led transformation, and continuous modernization of large-scale Application Managed Services engagements.
• Managing 24x7 support organizations.
• Driving service reliability, AIOps adoption, Generative AI enablement, intelligent automation, autonomous operations, and SRE-driven engineering practices.
• Ensuring financial accountability and strategic client partnerships within highly regulated BFSI environments.
• 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.
• Managing Guidewire Billing Center production incidents across billing lifecycle events, payment failures, invoice discrepancies, delinquency exceptions, batch failures, integration errors, financial reconciliation breaks, and downstream accounting impacts.
• Managing Guidewire batch operations, batch scheduling, monitoring, reruns, job dependency analysis, failure triage, data correction coordination, and operational readiness for critical billing cycles.
• Supporting integrations with Policy Center, Claim Center, Contact Manager, payment gateways, general ledger, document management, customer portals, agency portals, reporting platforms, and enterprise middleware.
• Analyzing logs, queues, messages, APIs, database records, configuration behavior, business rules, workflows, and billing transactions to identify root cause and drive timely resolution.
• Coordinating major incident response, problem management, service restoration, business communication, defect prioritization, release coordination, and post-incident reviews for Billing Center production services.
• Defining 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 Billing Center support effectively.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed