Application Managed Services - Service Delivery Senior Manager (Guidewire-Insurance)

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.

Your Key Responsibilities:

Service Management

• Own and manage the delivery of Insurance AMS services focusedon 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

Skills and Attributes for Success:

Qualifications

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

Skills and Experience:

Skill Area

What We Look For

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.

What We Offer

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 and benefits designed to support your physical, financial and social well-being. Plus, we offer:

• Support and coaching from some of the most engaging colleagues in the industry
• Learning opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY reports salary ranges in accordance with applicable provincial pay transparency legislation. Individual salaries within the anticipated salary ranges noted below are determined through a wide variety of factors including but not limited to internal equity, education, relevant experience, knowledge, and applicable skill sets.  

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. 

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Inclusiveness at EY  

Inclusiveness is the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.  

Learn about our commitment to Inclusiveness at https://www.ey.com/en_ca/about-us/corporate-responsibility/equity 

EY | Building a better working world 

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

At EY, we use artificial intelligence (AI) tools as one element of our recruitment process to enhance efficiency and improve the candidate experience. While AI supports us in our process, human judgment and decision-making remain integral in our candidate experience. We are committed to the responsible use of AI, and our practices are continuously reviewed and refined to ensure they align with the highest ethical principles and regulatory requirements.

To all recruitment agencies: EY does not accept unsolicited resumes from recruitment agencies. Any resumes submitted without a prior agreement or request from our hiring team will not be considered. EY is not responsible for any fees related to unsolicited resumes.