Talent500 is hiring for one of its clients.

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.

Senior Service Delivery Manager, Enterprise Utilities & AI COE, India:

- Lead a multi-service organization in India, grow regional adoption, embed AI as the default way of working, and build India into a scalable Centre of Excellence for enterprise utility delivery.

Purpose of the Role:

Lead and develop a multi-disciplinary organization in India, bringing together multiple enterprise utility teams and service lines under one accountable leadership structure. The role owns the end-to-end performance, growth and continuous improvement of services including Testing, Enterprise Content Management, Application Support, Project Management and PMO, and offshore support for services led from Mexico.

- The role acts as a senior interface between regional business and technology stakeholders, global Service Owners, delivery teams, and risk and control functions, ensuring that services are scalable, governed, cost-effective and aligned with strategic priorities.
- Build India team into a recognized Centre of Excellence for Enterprise Services delivery and AI-enabled operations, with reusable capabilities, consistent standards, strong talent and scalable delivery practices.
- Establish AI as the default approach to service design, delivery and improvement. The role will identify opportunities across APAC and the wider organization, convert regional needs into a prioritized demand pipeline, and embed automation and AI-enabled ways of working across all service lines.

Accountability:

Multi-Team and Service-Line Leadership:

- Lead multiple India-based teams across Testing, Enterprise Content Management, Application Support, Project Management and PMO,



and other enterprise utility services.
- Provide clear end-to-end accountability across all service lines, while empowering team leads and service leads to manage day-to-day delivery.
- Establish a common operating model, governance structure, performance framework and delivery culture across the organization.
- Build a strong leadership bench, with clear accountabilities, succession plans and development pathways.
- Create one integrated India organization while retaining the specialist capabilities required by each service line.

End-to-End Service Portfolio Ownership:

- Own the performance, quality, resilience and cost-effectiveness of the enterprise utilities portfolio delivered from India.
- Ensure all service lines achieve agreed SLAs, KPIs, customer outcomes and control requirements.
- Drive standardization and reuse across processes, tools, templates, controls and reporting.
- Maintain explicit service ownership, service catalogues, delivery metrics and escalation paths.
- Identify opportunities to consolidate, industrialize and scale services from India.
- Partner with Mexico-based service leadership to establish effective offshore delivery from India for relevant ZNA and Latin America services.

Regional Adoption, Demand and Growth:

- Explore and accelerate adoption of enterprise utility services across supported APAC countries and other agreed markets.
- Engage business and technology leaders to understand regional priorities, pain points and unmet needs.
- Build and manage a transparent, prioritized demand pipeline across countries, functions and service lines.
- Translate opportunities into clear service propositions, business cases, delivery options and capacity requirements.
- Partner with regional and global Service Owners to convert validated demand into funded and executable delivery.
- Use regional feedback and demand trends to shape the India capability roadmap, workforce plan and investment priorities.

AI-First Service Transformation:

- Make AI and automation the default consideration in the design, delivery and improvement of every service line.
- Review service processes systematically to identify opportunities for AI-enabled delivery, automation, productivity improvement and better customer outcomes.
- Embed AI into operational workflows,



service management, quality assurance, knowledge management, reporting and decision support.
- Develop reusable AI-enabled delivery patterns and assets that can be adopted across teams, services and regions.
- Establish measurable value cases and track the operational, financial and customer outcomes delivered through AI.
- Promote responsible experimentation, rapid learning and scaled adoption while maintaining appropriate governance and human oversight.
- Build AI literacy and practical AI capabilities across managers, team leads and delivery teams.

Build India as a Centre of Excellence:

- Develop India into a Centre of Excellence for scalable enterprise utility delivery and AI-enabled operations.
- Define the COE vision, capability roadmap, operating model, governance and success measures.
- Build deep specialist capabilities, reusable methods, accelerators, playbooks and knowledge assets.
- Create communities of practice across service lines to promote learning, reuse and consistent quality.
- Attract, develop and retain talent with strong service, domain, data, automation and AI capabilities.
- Position the India organization as a trusted partner for regional and global Service Owners.
- Demonstrate the value of the COE through measurable improvements in service quality, speed, productivity, scalability and stakeholder satisfaction.

Experience requirements:

- Prior responsibility for a team of at least 40–50 people, ideally more, in an offshore or near shore setup.
- Track record of delivering services to multiple regions or markets.
- Experience working in or with Zurich, or comparable global insurance/financial institutions, is a plus.
- Proven experience leading multiple teams, service lines or capability areas within a complex technology or shared-services environment. – 10 years +
- Demonstrated accountability for a sizeable technology delivery organization, including leadership through team leads or service leads.
- Experience establishing or scaling an offshore delivery centre, shared-services capability or Centre of Excellence.
- Strong track record of growing regional adoption and converting stakeholder needs into funded delivery demand.
- Evidence of applying AI and automation to transform service operations, rather than managing AI as a stand-alone programme. 3+ years leading AI, Advanced Analytics, Data, Generative AI or Digital Transformation initiatives is highly desirable.
- Ability to balance growth, service performance, financial management, talent development and risk controls.
- Senior stakeholder leadership across regional and global organizations.

📌 Service Delivery Manager II - Account / Portfolio Management-29760] (Hyderabad)
🏢 Talent500
📍 Hyderabad