Associate Director of Service Management - ICT
Associate Director of Service Management - ICT
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Job Description
Willis Towers Watson is a leading global advisory broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828 Willis Towers Watson has 40000 employees serving more than 140 countries. We design and deliver solutions that manage risk optimize benefits cultivate talent and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent assets and ideas the dynamic formula that drives business performance. Together we unlock potential. Learn more at www.willistowerswatson
Established business with a rapidly growing portfolio of offerings in the SaaS Insurtech space is seeking an Associate Director Service Manager with experience of designing implementing and improving Service Management processes tools and performance. The successful candidate will collaborate closely with relevant teams to drive a service management culture and be responsible for working across functions to drive the efficiency effectiveness and quality of services provided to customers the business and stakeholders.
Service Management forms part of the wider Service Delivery team here to delight our clients providing exceptional support promptly resolving issues and inquiries in a consistent and efficient manner while empowering our internal teams with client insights to drive business growth. The Associate Director Service Manager will be critical to our ongoing success.
The Role:
Strategy and Management
Support the Service Management lead in designing documenting maintaining and improving Service Management strategy approach and across all portfolios.
Support the promotion of the Service Management function across teams influencing senior leaders as to the criticality of excellent service.
Support wider service management program planning and through engagement in defined periodic planning aligned with functional team lead and senior stakeholders
Support wider Service Delivery team with strategy evolution and insights
Client Management
Be responsible for creating maintaining and improving client service reporting for named portfolios
Design create and lead service reviews with high priority and demanding clients for named portfolios
Ensure the smooth onboarding of new clients into Service Management offerings for named portfolios
Take accountability as an escalation point for client issues ensuring their timely resolution and clear communication
Liaise and communicate with clients during major incidents and concerns
Continuous improvement
Lead internal service management engagement for a portfolio of products including creating and executing internal Business Reviews and continuous improvement programs with stakeholders
Using data lead insights create own and manage projects to ensure continuous service improvement for named portfolios
Collaborate with internal teams to ensure end to end service delivery is being provided to clients.
Work with Incident response teams to ensure service resolution.
Maintain improve and promote the Service Catalogue
Be a trusted partner for both internal and external stakeholders.
Headline success metrics
Time: for example: successful on time and budget delivery of agreed project and programmes plans
Quality: for example: qualitative ESAT from internal stakeholders QA scores
Impact: for example: improvement in CSAT/NPS support resolution update and other SLA adherence resolving team mean time to resolve and reduction in client escalation
Qualifications
The Requirements:
Proven experience in a Service Management role within a software / service B2B organisation
Proven experience in a client facing role.
Proven history of managing and improving service delivery and client support operations.
Strong knowledge of ITIL service management processes and best practices.
Excellent stakeholder management communication leadership and people skills to leadership level
Proven experience in creating and executing continuous improvement plans with history showing ability to analyse data and provide actionable insights decisions and plans.
Demonstrated ability to lead small teams and manage a matrix project.
Highly desirable
Experience in Insurance Consulting Finance is valuable.
Proficiency in using service management software and tools (e.g. ServiceNow BMC etc. is valuable.
A bachelors degree in business administration Management Information Technology or a related field is valuable.
An MBA is valuable
At WTW we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
Were committed to equal employment opportunity and provide application interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers from the application process through to joining WTW please email
Required Experience:
Director
Employment Type
Full-Time
