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.

• 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