Service Manager

Job Summary

We are seeking an experienced Service Manager with strong expertise in the Insurance domain, specifically within Specialty Insurance lines, coupled with hands-on experience in Guidewire applications and Verisk Rulebook configuration/exposure.

The ideal candidate will be responsible for managing end-to-end service delivery, application support, stakeholder management, incident and problem management, and driving operational excellence across insurance technology platforms.

Key Responsibilities

• Service Management & Operations
• Lead end-to-end service delivery for insurance applications and platforms.
• Manage application support, production operations, incident management, problem management, and change management processes.
• Ensure adherence to SLAs, KPIs, OLAs, and regulatory compliance requirements.
• Drive service improvement initiatives to enhance operational efficiency and customer satisfaction.
• Conduct service reviews and governance meetings with business and technology stakeholders.
• Manage Major Incident Management (MIM) processes and coordinate resolution activities
• Verisk Rulebook Exposure
• Manage insurance rating and underwriting rule implementation using Verisk Rulebook.
• Ensure seamless integration between Guidewire applications and Verisk products.
• Collaborate with business teams for rule changes, compliance updates, and product enhancements.
• Support testing and deployment of new rating algorithms, forms, and regulatory updates.
• Stakeholder & Vendor Management
• Act as the primary point of contact for business stakeholders and clients.
• Coordinate with third-party vendors, product teams, and offshore/onshore support teams.
• Manage escalations and ensure timely resolution of critical issues.
• Prepare executive-level dashboards and service reports.
• Guidewire Management
• Manage and support Guidewire platform components:
• Coordinate production releases, patch management, and environment management activities.

Required Skills

• Insurance Domain
• Specialty Insurance
• Commercial Insurance
• Property & Casualty (P&C)
• Underwriting Operations
• Policy Administration
• Claims Lifecycle
• Rating & Quoting
• Technical Skills
• Guidewire PolicyCenter
• Guidewire BillingCenter
• Guidewire ClaimCenter
• Verisk Rulebook
• Insurance Rating Engines
• API Integrations
• SQL
• Production Support