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Senior Consultant, Incident & Change Manager

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Date Posted: Sep 20, 2020

Reference Code: 53023-en_US

Job Type: Permanent 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto 

Be part of a firm where you are valued for your unique strengths and where everyone feels a sense of belonging.

Be empowered to lead and have impact with clients, our communities and in the office.

Be expected to share your ideas and to make them a reality.


Are you passionate about solving challenges & building innovative experiences into products? There is a place for you here to begin your own story. Come build, develop and commercialize the next generation of assets to establish leading-edge thinking in the market. Interested? We have an opportunity for you!

What will your typical day look like?


As an Incident & Change Manager in our Asset Factory Team within our Consulting Practice, you will be responsible for playing an active role in managing and supporting the our services for our InsurCloud clients. You will be responsible for leading, managing and developing a team of Support Analysts / Engineers / Consultants as they analyze and resolve all incoming support cases from the InsurCloud customer base, work on committed managed services enhancements and regular maintenance, and deployments in a production environment. You will lead the effort to unify the tools and processes used by these teams with the rest of the InsurCloud Managed Services Team. This position requires strong managerial skills, a deep commitment to customer satisfaction, and experience in driving process improvement.The Incident & Change Manager is ultimately responsible for ensuring the team meets all customer response SLAs, internal resolution SLAs, defect resolutions, enhancements configuration and regular maintenance as needed for the InsurCloud solution across clients. You will specifically, manage a team of Support Analyst / Engineers / Consultants who work on all incoming support cases for InsurCloud Manage, build and maintain Relationship with other Managed Services & Innovation Leads and team members to ensure that services are consistent across customers, and that productivity goals are understood and exceeded, and  measure, and report on key service level metrics including response rate, closure rate, average turnaround time, and customer satisfaction. You will play a lead role in the continued improvement of InsurCloud's operational processes by developing and maintaining change schedules. Also you will  ensure that  IT Governance Controls are followed as part of Change Management, chair InsurCloud CAB and ECAB Meetings for clients, facilitate CAB and ECAB Meetings to approve change requests and receive, log and allocate priority to all change requests with the Change Advisory Board (CAB) or Emergency Chance Advisory Board (ECAB) with an entrepreneurial attitude with a desire to be part of a new & innovative team

About the team


Our Asset Factory Team is comprised of a collaborative team of experts who use their hands-on experience with cutting-edge information assets to facilitate successful development and commercialization of assets. Our team, designs, builds, manages and delivers innovative technology and data assets to address clients' needs with disciplined focus on business outcomes.

You will be part of a team that works together to provide 24x7 support for our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergencies.

Enough about us, let’s talk about you


You are someone with:

  • Bachelor’s Degree in Computer Science, IT or a related field with 5+ years’ experience working directly with customers or key internal stakeholders; preference for experience in application managed services Customer support with Detailed knowledge and experience of working with the Guidewire insurance product suite – Policy, Billing, Claims, Integration
  • Advanced exposure and experience with broad technical skills such as Object-Oriented programming (Java, C#, or similar), relational databases (SQL / Oracle), web UI (design and development), XML, application architecture, and operating systems (Windows / Linux etc.)
  • Excellent communication skills both verbal and written, with the ability to lead/manage large conference calls with the ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
  • Display an understanding of the customer’s needs and a strong commitment to customer satisfaction and ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
  • Entrepreneurial attitude with a desire to be part of a new & innovative team

If you believe you have what it takes to be a successful member of our team, please apply now.

We know your career is important to you and it's important to us, too. This role is just the first step of a highly successful career we can help you build.

Why Deloitte?

Launch your career with The One Firm where you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a culture built to support and develop our people to be the very best they can be, Deloitte is The One Firm for you to learn, grow, create, connect, and lead. We do this by making three commitments to you:

  • You will lead at every level: We grow the world’s best leaders so you can achieve the impact you seek, faster.
  • You can work your way: We give you the means to be flexible in how you need and want to work, and we have innovative spaces, arrangements and the mindset to help you be wildly successful.
  • You will feel included and inspired: We create a deep sense of belonging where you can bring your whole self to work.

The next step is yours

Sound like The One Firm. For You?

At Deloitte we are all about doing business inclusively – that starts with having diverse colleagues of all abilities!  We encourage you to connect with us at if you require an accommodation in the recruitment process, or need this job posting in an alternative format. We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.

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