Guidewire Service Delivery Manager

Capgemini; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Capgemini in New York is seeking an experienced ADM Service Delivery Manager to lead end-to-end governance for large-scale AMS engagements. You will drive 24x7 operations, AI-enabled modernization, and cross-geography collaboration to ensure service reliability and business value in regulated BFSI environments.

The role requires deep Guidewire Billing Center and related policy/claim center experience, strong incident management, and coordination of complex integrations.

Qualifications

• Minimum 5 years of AMS ADM Service Delivery Management experience leading large and complex support engagements.
• Hands-on experience with Guidewire Billing Center production support, billing operations, and related regulatory requirements.
• Experience in Insurance domains with compliance, security, business continuity and audit practices.

Responsibilities

• Oversee end-to-end delivery governance and operational excellence for large-scale AMS engagements.
• Lead 24x7 support teams across geographies, optimizing for service reliability and AI-enabled modernization.
• Coordinate major incidents, problem management, release planning, and post-incident reviews for Billing Center services.

Skills

Leadership

Delivery governance

AIOps

Generative AI

Automation

SRE practices

Client partnership

Regulated BFSI

Tools

Guidewire Billing Center

Policy Center

Claim Center

Billing batch operations

APIs & integrations

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Job Description -The ADM Service Delivery Manage r is responsible for the end-to-end delivery governance operational excellence AI led transformation and continuous modernization of largescale Application Managed Services engagements The role requires strong leadership experience in managing 24x7 support organizations driving service reliability AIOps adoption Generative AI enablement intelligent automation autonomous operations SRE driven engineering practices financial accountability and strategic client partnerships within highly regulated BFSI environments including Banking Capital Markets and Insurance The individual will be accountable for accelerating the transition from traditional support models to AI augmented data driven predictive and self healing service operations delivering measurable business value productivity improvements operational resilience and enhanced customer experienceExperience Domain ExpertiseMinimum 5 years of Application Managed Services AMS Application Development and Maintenance ADM Service Delivery Management experience leading large and complex support engagements10 years of overall IT experience across application development maintenance production support service delivery operations transformation and stakeholder managementStrong experience in Insurance domains including hands-on exposure to Guidewire Billing Center production support billingoperations payment processing delinquency management integrations batch monitoring reconciliation regulatory compliance audit security and business continuity requirementsProven track record in managing largescale global delivery teams operating in a 24x7 support model across multiple geographies vendors and technology stacksGuidewire Billing Center Production Support SkillsDeep understanding of Guidewire Billing Center functional areas including account billing policy billing direct bill agency bill invoicing payment plans suspense payments collections delinquency processing commissions disbursements and producer compensationAbility to manage Billing Center production incidents across billing lifecycle events payment failures invoice discrepancies delinquency exceptions batch failures integration errors financial reconciliation breaks and downstream accounting impactsStrong working knowledge of Guidewire batch operations batch scheduling monitoring reruns job dependency analysis failure triagedata correction coordination and operational readiness for critical billing cyclesExperience supporting integrations with Policy Center Claim Center Contact Manager payment gateways general ledger document management customer portals agency portals reporting platforms and enterprise middlewareHands-on ability to analyze logs queues messages APIs database records configuration behavior business rules workflows and billing transactions to identify root cause and drive timely resolutionCapability to coordinate major incident response problem management service restoration business communication defect prioritization release coordination and post incident reviews for Billing Center production servicesKnowledge of Guidewire Cloud operating model Cloud APIs deployment readiness environment coordination security controls access management audit requirements and support model alignment for managed servicesAbility to define the required capability mix across functional analysts configuration developers integration specialists data analystsQA engineers SRE observability engineers release managers and service delivery leads to operate Billing Center support effectivelyService Delivery Operational ExcellenceThe base compensation range for this role in the posted location is: 120000 - 170000Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.It is not typical for candidates to be hired at or near the top of the posted compensation range.In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick LeaveMedical, dental, and vision coverage (or provincial healthcare coordination in Canada)Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)Life and disability insuranceEmployee assistance programsOther benefits as provided by local policy and eligibilityImportant Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.DisclaimersCapgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.