Delivery Lead – Managed Services (Insurance)
Pune, India (Hybrid)
Experience - 8-10 years with at least 4 years in Insurance and 3+ years
leading managed service delivery
Works with - Onshore client stakeholders, onshore engagement manager,
offshore delivery teams
Work Time - 2:00 PM to 11:00 PM IST
Employment Type - Permanent
About the role - We are looking for a Delivery Lead to own end-to-end offshore delivery of managed services for our
insurance clients. You will run application support, maintenance and enhancement engagements
against SLAs, lead a multi-vendor blended team, and act as the senior offshore point of contact for
client stakeholders. You will bring deep insurance domain knowledge, strong service delivery
discipline, and an AI-driven, product-minded approach that moves the service from reactive support
to proactive, automated operations.
Key responsibilities
Managed Service Delivery -
• Own offshore AMS delivery (L2/L3 support, maintenance and enhancements) for insurance
platforms against contractual SLAs, KPIs and XLAs.
• Apply ITIL processes pragmatically across incident, problem, change and release, and lead
major incident management and root cause analysis.
• Plan and execute transitions of new scope into steady state
Clients and suppliers -
• Act as the senior offshore point of contact for client delivery and IT leadership, and run
governance from weekly service reviews to QBRs.
• Operate within a multi-supplier ecosystem: coordinate handoffs, OLAs and shared incidents,
and keep accountability clear across suppliers.
• Manage escalations transparently and maintain high client satisfaction
Insurance domain -
• Apply knowledge of the insurance value chain (underwriting, policy administration, billing,
claims) to set delivery priorities.
• Guide teams supporting platforms such as Guidewire, Duck Creek, Majesco or Sapiens, and
ensure regulatory and data privacy requirements are met.
AI, automation and innovation -
• Champion an AI-first delivery model, using GenAI for ticket triage, resolution
recommendations, knowledge generation and self-service.
• Deliver automation through shift-left, self-healing, AIOps and agentic AI, with measurable
gains in productivity and resolution time.
• Apply AI-assisted engineering, and take GenAI pilots into secure, governed production with
responsible AI controls.
• Bring a regular pipeline of innovation proposals to clients, backed by business cases.
Product mindset -
• Run the service as a product: define outcomes, measure business value beyond ticket SLAs,
and evolve it through a roadmap.
• Build reusable assets and accelerators that scale across clients
People and Commercials -
• Lead and grow a 30–40 person multi-vendor blended team of client, in-house and partner staff
under one delivery model.
• Own resource planning, rosters, performance management and attrition.
• Own account metrics (utilisation, pyramid, margin) and support growth through scope
expansion and proposals.
Requirements
• 8–10 years in IT services, including 3+ years as a delivery lead or manager and at least 4 years
in insurance (P&C, Life & Annuities, or Health).
• Must have: directly managed a team of 30–40 people in an onshore–offshore model.
• Must have: led multi-vendor blended teams of client, in-house and third-party staff.
• Must have: delivered in a multi-supplier ecosystem with shared SLAs, OLAs and integrated
service management.
• Proven record running AMS engagements under SLA- or outcome-based contracts, using ITIL
and ITSM tools such as ServiceNow.
• Working understanding of the AI and GenAI stack (LLMs, RAG, vector databases, agents;
platforms such as Azure OpenAI, AWS Bedrock, Vertex AI or Anthropic Claude) and AI-era
delivery practices (AI-assisted coding, LLMOps, CI/CD, cloud deployment).
• Demonstrated passion for automation and innovation, with examples of initiatives driven and
value delivered.
• Ownership of delivery financials, and confident communication with senior stakeholders.
• Bachelor’s degree in Engineering, Computer Science or a related field
Preferred qualifications -
• Experience managing sizable, multi-year AMS programmes.
• A pragmatic, lightweight approach to process that favours outcomes over ceremony.
• Certifications in ITIL v4, PMP or SAFe, cloud or AI (Azure, AWS, Google), or insurance (AINS,
CPCU, LOMA).
• Hands-on exposure to AIOps tools and GenAI use cases in insurance, such as claims
summarisation or document intelligence.
• Product management exposure, and experience with clients in North America, the UK or
Europe.
Key competencies -
• Client-first, with strong stakeholder and escalation management across suppliers.
• Passion for AI and innovation, with a product mindset focused on outcomes rather than
tickets.
• Data-driven, with a bias for action over process for its own sake.
• Leadership presence, commercial awareness and calm under pressure
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