Managed Services - Service Delivery Senior Manager; Guidewire-Insurance

Overview

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. We are seeking a highly skilled and results-driven individual to manage our client service delivery. In this role, you will ensure the effective delivery and management of the application managed services to clients.

The primary objective is to ensure effective operations and services within EY Canada. This full-time position offers an excellent opportunity to lead key initiatives and contribute to EY Canada's growth in managed services, positioning the organization as a leading full-service digital firm.

• Service Management: Own and manage the delivery of Insurance AMS services focused on Guidewire solution across all products (e.g., Policy Center, Claims Center, Billing Center, Portals, Integrations, Documents, Reporting, etc.).
• Manage incident, problem, change, and release processes in alignment with ITIL best practices. Ensure adherence to SLAs, KPIs, and contractual obligations.

• Client Engagement: Serve as the primary escalation point for client issues.
• Conduct regular service reviews and governance meetings.
• Build and maintain strong client relationships to ensure satisfaction and retention.

• Team Leadership: Lead cross-functional delivery teams including functional consultants, technical analysts, and offshore support.
• Coordinate resource planning, onboarding, and performance management.
• Foster a culture of accountability, collaboration, and continuous improvement.

• Continuous Improvement: Identify and implement service optimization opportunities.
• Drive automation, standardization, and best practices across engagements.
• Monitor service trends and proactively address recurring issues.

• Financial & Contract Management: Track and report on service delivery budgets, forecasts, and actuals.
• Support contract renewals, scope changes, and commercial discussions.

• Bachelor’s degree in Information Technology, Business, or related field.
• ITIL Foundation certification (required); ITIL Intermediate or PMP (preferred).
• Guidewire certification (preferred).

• GW Technical: 5+ years of experience managing or supporting Guidewire engagements.
• GW AMS: Proven experience in AMS delivery and governance.
• Service Management: Strong knowledge of ITIL processes and service lifecycle.
• Client Relationship Management: Excellent communication, stakeholder engagement, and conflict resolution skills.
• Project/Program Management: Experience managing multi-vendor, multi-region service delivery.
• Analytical & Reporting: Ability to interpret service metrics and drive data-informed decisions.
• Bilingual: English (French is a definite plus).

We’re interested in intellectually curious people with a genuine passion for insurance and managed services. If you have the confidence in your technical abilities to grow into a leading expert here, this is the role for you.

This job posting relates to an existing vacancy within our organization.

At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It s one of the many reasons we repeatedly win awards for being a great place to work.

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs…