Delivery Lead - Insurance Managed Services

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