Incident / Request Fulfilment Manager (CCO) - EMEA Remote (copy)

Poland - Remote

Applications have closed
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Guidewire Software

Posted 1 month ago

The role will support the development and execution of incident and request fulfilment processes across the Customer Cloud Operations (CCO) organisation within Guidewire. The Incident / Service Requests manager will partner with our Cloud Operations team and other business partners to make adoption easy and to achieve operational success. This role is part of the Program Management team within CCO. Your key partners and team are primarily based in the U.S. Your contributions will help fuel the overall growth and success of Guidewire.
Guidewire offers FlexWork providing employees the flexibility to work from an office or remotely. In this global role, you will have partners in various regions and your work hours will be flexible to accommodate meetings in various time zones.

The primary responsibilities will include the following:

  • Planning and managing support for our service management tools and ITIL based processes
  • Coordinating interfaces between incident management, request fulfilment and other service management processes
  • Driving the efficiency and effectiveness of the Non-Production Environment (NPE) incident and the Production and NPE request fulfilment management processes
  • Producing management information
  • Proactively engaging with Cloud Operations management to drive working practices efficiencies
  • Monitoring the efficiency of incident and request fulfilment management and making recommendations for improvements
  • Managing major NPE incidents
  • Developing and maintaining process and procedures
  • Participating in Cloud Operations delivery programs of varying complexity
  • Facilitating interviews and workshops (in-person and virtually)
  • Conducting process maturity assessments, developing material for communications and training, and facilitating improvement discussions
  • Preparing and delivering presentations to partners of varying levels to influence, facilitate alignment, and develop shared understanding
  • Collaborating with delivery/project teams, business partners and executives to ensure the successful execution of enablement strategies and achievement of success criteria


  • 3+ years full-time in an IT service management role, server transition management or related experience specifically in incident and/or request fulfilment management
  • 3+ years in an IT operations role preferably with cloud provider technology familiarity
  • Experience delivering ITIL or related service management specifically incident & request fulfilment management, communications and/or training
  • Strong analysis, planning, and organisational skills
  • Ability to set direction and approach and execute delivery with limited direction
  • Ability to provide fact-based point of views, while maintaining utmost flexibility
  • Ability to influence peers and partners
  • Strong written and verbal communication skills
  • Proven track record in delivering effective presentations and to quickly earn the trust of executive stakeholders
  • Self-starter with fine-tuned problem-solving skills
  • Ability to prioritize and balance between competing priorities
  • Experienced working with global teams
  • Solid understanding of the Atlassian suite of products specially Jira Service Desk and/or Jira,
  • Familiarity with Bitbucket, Jenkins, Team City and/or Chef is desirable
  • A background in or experience with code pipelines and automation desirable
  • Willingness and ability to attend morning or night video conference calls with regional teams, when needed
About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.
Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. 380 insurers, including 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 700+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
Job tags: AI Chef ITIL Jenkins Jira R Training