Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.     

WHO WE ARE:    

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.     

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.    

We have a flock of more than 1,700 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.    

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!    

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter.   

TITLE: Director, Application Support Service Management 

WHAT YOU’LL DO:   

The Director, Application Support Service Management will be responsible for overseeing a team of Problem Management, Change Management, Incident Managers and Solution Support Engineers. This role is critical in ensuring service reliability, minimizing disruptions, and optimizing the performance of Duck Creek’s systems and solutions. The ideal candidate will lead by example, driving operational excellence, fostering innovation, and promoting a customer-first culture. 

Team Leadership 

• Manage and mentor a team of Problem Management, Change Management, Incident Managers and Solution Support Engineers, ensuring alignment with organizational goals and priorities. 

• Foster a culture of accountability, collaboration, and professional development across the team. 

• Define and track key performance metrics for the team, promoting continuous improvement and operational excellence. 

• Ensure the team has the tools, training, and resources to perform their roles effectively. 

Problem Management 

• Lead the Problem Management function to identify root causes and prevent recurring incidents. 

• Drive the creation and implementation of corrective action plans to resolve systemic issues. 

• Analyze trends and collaborate with cross-functional teams to proactively identify areas for improvement. 

Change Management 

• Oversee the Change Management process to ensure efficient and reliable deployment of system updates and enhancements. 

• Partner with engineering, product, and operations teams to minimize risks and maintain system reliability. 

• Continuously improve change policies and practices to balance agility with stability. 

Incident Managers 

• Lead and support the Incident Command team to ensure effective management and resolution of high-priority incidents. 

• Act as an escalation point for critical incidents, ensuring clear communication and swift resolution. 

• Develop and enhance incident response frameworks, including runbooks, post-mortem reviews, and lessons learned. 

• Establish processes for incident detection, triage, and resolution that minimize client impact. 

Solution Support Engineering 

• Oversee the Support Solution Engineers, ensuring they deliver technical expertise and solutions to complex client issues. 

• Collaborate with the engineering and product teams to enhance platform stability, scalability, and performance. 

• Promote knowledge sharing and process improvements across the engineering and support teams. 

Leadership and Strategy 

• Develop and execute the strategic vision for service reliability and operations, aligning with Duck Creek’s business goals. 

• Build relationships with stakeholders across engineering, product, and client teams to ensure alignment and successful delivery. 

• Own key metrics, including service reliability, incident response times, and change success rates. 

• Stay current with industry trends and best practices, driving innovation and process optimization. 

WHAT YOU’VE DONE:    

• Bachelor’s or Masters Degree and/or equivalent experience relevant to functional area  

• 7+ years of experience in IT service management, operations, or a related field, with 5+ years in a leadership role. 

• Proven experience managing teams of Problem Management, Change Management, Incident Managers and Solution Support Engineers, or similar roles. 

• Expertise in ITIL frameworks, especially Problem Management, Change Management, and Incident Management. 

• Strong understanding of SaaS architectures, operational challenges, and technical troubleshooting. 

• Exceptional leadership, communication, and stakeholder management skills. 

• Experience with tools like ServiceNow, Splunk, PagerDuty, or equivalent platforms. 

KNOWLEDGE, SKILLS, ABILILTIES & BEHAVIORS: 

• Certification in ITIL or similar frameworks preferred. 

• Experience in the insurance or financial services industry preferred. 

• Familiarity with regulatory and compliance requirements in SaaS operations.