Summary

About Guidewire

Guidewire is a leading provider of software solutions for the global property and casualty (P&C) insurance industry. We help insurers adapt and succeed in a time of rapid industry change by providing innovative, cloud-based solutions. Our team is passionate about delivering excellence and enabling our customers to drive business success.

Role Overview
The IT Service & Operations Manager role is responsible for managing the Problem Management and Change Enablement practices across the organization. You will manage the lifecycle of problems and changes, leveraging ITIL 4 best practices to minimize risk, reduce service disruption, and drive root cause resolution. You will collaborate closely with cross functional PDO teams to ensure changes are implemented safely and problems are resolved effectively to improve service quality and operational resilience.

Job Description

Key ResponsibilitiesProblem Management

Oversee the Problem Management lifecycle: identification, logging, categorization, prioritization, investigation, root cause analysis, and resolution.

Lead Post Incident Problem Review (PIPR) and Root Cause Investigation meetings, work with technical owners to identify the root cause of incidents along with the individual remediation items that need to be resolved to ensure incidents do not recur. 

Maintain a Known Error Database (KEDB) and ensure appropriate workarounds and permanent fixes are implemented.

Identify trends through proactive problem detection and collaborate with cross-functional teams to eliminate recurring issues.

Directly support, influence, and manage Problem Management KPIs.

Produce reports on problem trends, KPIs, and continual improvement recommendations.

Change Enablement

Oversee the Change Enablement process, including the planning, assessment, authorization, implementation, and review of standard, normal, and emergency changes.

Chair the Change Advisory Board (CAB) for high-risk or complex changes.

Ensure change records are properly documented and meet compliance, audit, and traceability requirements.

Drive continuous improvement initiatives that improve our ability to assess risk of changes and reliably make changes without causing service disruption.

Measure and report on change success rates, change failure rates, and other key performance indicators (KPIs)

Required Experience and Education:

Bachelor’s Degree in Computer Science or related field, or equivalent industry experience

Experience with cloud technologies (AWS, Azure, Kubernetes) and CI/CD pipelines

5+ years of experience in IT Service Management (ITSM), with a focus on Problem Management and Change Management in a SaaS or cloud-based environment.

Strong knowledge and practical experience with ITIL 4 principles.

Experience working in environments with 24/7 operations and high-availability service expectations.

Excellent analytical, facilitation, and communication skills with experience leading cross-functional investigations or CABs.

Proficient with ITSM tools such as Jira Service Management, ServiceNow, or similar.

Strong knowledge and experience with G-Suite, Confluence, and other Atlassian products. 

Preferred:

ITIL 4 Foundation certification (Intermediate or Managing Professional a plus).

Background in the insurance or financial services industry, especially P&C insurance core systems.

Other Requirements:

Read, write and speak English fluently

Travel – Possible occasional travel (less than 5%) to other Guidewire offices for training and team meetings

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.