Senior IT Service Support & Delivery Analyst [T500-29611]

Talent500; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Zurich is seeking an IT Service Delivery Manager for its India delivery center in Hyderabad. You will lead end‑to‑end IT services, drive AI‑assisted improvements, and ensure secure, cost‑effective delivery aligned with business strategy.

This role emphasizes governance, collaboration with global teams, and evolving AI‑augmented service delivery capabilities. You will foster a strong service management community, translate objectives into service requirements, and partner with senior stakeholders

Qualifications

• Extensive experience in IT operations and ITSM delivery.
• Proven ability to manage IT services in a global organization.
• Strong understanding of ITSM governance and delivery best practices.
• Ability to manage senior stakeholder relationships across IT and business.
• Track record of leading continuous service improvement initiatives.
• Capability to translate business objectives into service requirements and budgets.
• Data literacy to interpret service performance data and insights.
• Experience with IT projects and meeting schedules and standards.
• Knowledge of service design principles and change management.
• AI-first mindset with ability to describe before/after of AI adoption

Responsibilities

• Manage end-to-end IT service delivery to global stakeholders.
• Serve as escalation point for service issues and cross-team engagements.
• Drive continuous service improvement using AI-assisted insights.
• Define AI adoption goals for the service management function.
• Build relationships with senior stakeholders and external vendors.
• Improve customer satisfaction and operational efficiency with BI insights.
• Translate business objectives into service requirements and business cases.
• Contribute to long-term service strategy through data analysis and trends.
• Lead governance processes, policies, and standards across regions.
• Foster a Service Management community with knowledge sharing and AI learnings

Skills

IT operations

IT Service Management

Stakeholder management

Data analytics

AI adoption

PowerBI

ServiceNow

ITIL

Education

ITIL Certification

Tools

ServiceNow

PowerBI

Microsoft 365

Job description

Who are we:

Core Insurance Platforms (CIP) is Zurich’s global capability responsible for building, running, and evolving core insurance technology. We set a unified, scalable operating model—covering governance, standards, architecture, service delivery, and reuse—so our business units can deliver at speed and scale.

CIP is the strategic steward of Zurich’s Guidewire ecosystem, aligning platform roadmaps to business strategy while driving stability, modernization, reduced supplier dependency, and long term cost efficiency.

India delivery center is one of our global delivery and capability hub. We bring together experts in AI, engineering, analysis, quality, and architecture to deliver product & process solutions, application run services, change and transformation initiatives, and centralized platform services across both on prem and Guidewire Cloud environments. Our teams operate from multiple global delivery centers, supporting Zurich’s business units worldwide.

About the Role:

As an IT Service Delivery Manager, you will serve as a trusted partner to global stakeholders, ensuring the reliable, secure, and cost-effective delivery of business-critical IT services aligned with business strategy, customer outcomes, and resilience objectives.

You will lead the delivery, integration, and continuous improvement of IT services, leveraging data, automation, and AI-assisted insights to enhance service performance, reduce manual effort, and enable smarter decision-making.

In addition, you will contribute to long-term service strategy, champion service excellence across global teams, and drive the evolution of modern, AI-augmented, and scalable service delivery capabilities - embracing automation and intelligent tooling to redefine how services are managed and delivered.

A key part of the role is to foster a strong Service Management community, continuing to drive collaboration, share best practices, and translate ideas and feedback into practical, measurable outcomes through established forums, ensuring alignment on priorities, consistency in standards, and continuous improvement across regions.

Key Responsibilities:

• Manage end-to-end IT service delivery across the Business Service Management team, ensuring consistent, high-quality service provision to global stakeholders
• Act as primary escalation point for service issues and support BUs in engagements with other GTO teams or functions
• Drive continuous service improvement by leveraging AI-assisted insights to identify recurring patterns in service performance data, reduce manual remediation effort, and accelerate decision‑making across ITIL processes.
• Define and drive AI adoption goals for the Business Service Management function, identifying opportunities to automate manual processes, augment analyst capability, and hold the team accountable for measurable AI‑led outcomes.
• Build and maintain strong relationships with internal stakeholders at senior and executive level, and with external vendors and suppliers, ensuring compliance with service quality obligations and contractual agreements
• Enhance customer satisfaction and operational efficiency by understanding BU needs and working with other areas of ITSS to improve service delivery and transparency.
• Translate business objectives into clearly defined service requirements, contributing to business cases and financial planning.
• Contribute to long‑term service strategy by analyzing internal and external data sources to identify industry trends, assess business impact, and provide recommendations
• Lead the development and implementation of service and operational governance processes, policies, and standards across global teams
• Foster a strong Service Management community by championing best practices, enabling knowledge sharing, including AI practices and automation learnings, and driving collaboration across regions through established forums.

Required Skills & Experience:

Required:

• Extensive experience in IT operations, with a strong background in IT Service Management or Service Delivery
• Proven experience managing IT services in a complex global organization
• Strong understanding of ITSM frameworks, governance processes, and service delivery best practices
• Demonstrated ability to manage senior and executive‑level stakeholder relationships across business and IT functions
• Track record of leading continuous service improvement programs and delivering measurable outcomes
• Ability to translate business objectives into service requirements, including contributing to business cases and financial planning
• Competency in data analytics and data literacy — able to interpret service performance data, identify trends, and communicate insights to stakeholders
• Experience managing or contributing to IT projects and workstreams, ensuring delivery to schedule and required standards
• Understanding of service design principles, ensuring new and changed services are fit for purpose and aligned to business requirements
• Demonstrated AI‑first mindset with a experience of applying AI, automation and augmentation to materially change how service management tasks or processes are performed — able to clearly describe the before and after
• Strong analytical, communication, and influencing skills.
• ITIL certification (Foundation or above)
• Familiarity with ServiceNow for ITSM and workflow management
• Experience with PowerBI for service reporting and performance dashboards
• Proficiency with Microsoft 365 toolset (Teams, SharePoint, Power Platform)
• Demonstrated experience applying AI in a service delivery or IT operations context — learning agility and curiosity about AI adoption are valued over mastery of a specific toolset
• Exposure to intelligent automation or agentic AI concepts (e.g. AI agents, workflow automation, self‑healing operations) in an IT service context
• Experience building or leading Service Management communities or practice groups
• A pragmatic, outcome‑focused approach with strong operational judgement.