Service Delivery Manager

We are seeking a Directorlevel leader with endtoend accountability for service quality operational improvement and experience outcomes across Service Delivery to join our Service Delivery function and own the identification shaping and delivery of highimpact service and operational improvements across technology operations and client delivery.

This role is accountable for turning insight into action using client service technology and operational data to drive measurable improvements in reliability experience efficiency and profitability. The focus is on driving realised outcomes that drive measurable impact. Collaborating closely with senior leaders across Service Delivery Service Management Technical Operations Incident Response Engineering and Product this role will align stakeholders lead change across boundaries and ensure improvements are embedded into daytoday ways of working. The role will also support clientfacing teams and where appropriate contribute directly to client engagement.

The Role

Ownership & Service Improvement Leadership
Accountable for defining prioritising and delivering crossfunctional service and experience improvements with clear ownership of outcomes and benefits realisation.
Convert complex insight (incidents reliability gaps client feedback operational friction) into clear priorities executable plans and defined success measures.
Maintain a relentless focus on business impact and realised benefits not task completion.

2. Cross-Functional Alignment & Change Leadership
Function as the senior authority for service improvement aligning leaders resolving tradeoffs and making decisions where ownership spans multiple functions.
Facilitate decision-making resolve ambiguity and maintain momentum where ownership spans multiple teams unblocking decisions and sustaining momentum.
Ensure improvements are fully embedded into BAU operations and ways of working not delivered as standalone initiatives.

3. Strategic Improvement & Transformation Enablement
Design and coordinate structured improvement initiatives that strengthen operational resilience business continuity service reliability and risk and client experience and efficiency.
Introduce and embed pragmatic improvement frameworks and governance that scale with organizational maturity.
Challenge existing processes tooling and approaches constructively and champion a culture of continuous improvement and accountability.

4. Data-Led Insight & Performance Transparency
Discover generate manage and use operational and ervice performance data to identify systemic issues prioritise interventions and validate impact.
Define and track meaningful performance indicators that demonstrate reliability and experience improvement reduction in recurring issues and service stability.
Provide clear executive-ready reporting that enables informed decision-making and builds confidence in
progress.

5. Programme Coordination & Delivery Discipline
Apply proportionate programme and project management practices to structure delivery manage dependencies and mitigate risk.
Track progress against agreed outcomes benefits and timelines ensuring transparency without overengineering governance.
Drive teams in translating strategic intent into executable sequenced activity.

6. Communication Engagement & Capability Uplift
Develop clear outcome-focused communications that articulate the why the expected impact and behavioural implications of change as well as technological.
Facilitate workshops forums and retrospectives that surface insight and reinforce accountability.
Drive capability uplift within service and operational teams to sustain improvements long term.

7. Service Delivery Leadership Support
Take on additional leadership operational or transformation responsibilities aligned to organizational priorities including oversight or leadership of critical operational or governance functions as required.
Represent Service Delivery in executive client and crossfunctional forums.

What youll bring

Essential experience and skills:

Extensive experience leading strategic change transformation or service improvement in complex multinational environments.
Proven ability to influence and engage at executive / C-suite level.
Strong record of independent ownership initiative and leading others through change.
Excellent analytical capability with the ability to turn data into decisions and measurable impact.
Experience working across technology operations and service delivery functions.
Strong capability with data and service platforms (e.g. Power BI Excel ServiceNow BMC).
Proven experience in team training communications or business management roles

Desirable but not essential:

Good working knowledge of ITSM practices (e.g. incidents SLAs service design change).
Experience in financial services insurance or technology-led environments.
Familiarity with digital collaboration tools (e.g. Microsoft Teams Miro).

What we offer

Enjoy a benefits package designed to help you thrive both professionally and personally. Youll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare life insurance group income protection and regular health assessments all giving you peace of mind. Secure your future with our defined contribution pension scheme featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options access to an employee assistance programme and a fully paid volunteer day to make a difference in your community. On top of these you can opt into a variety of additional perks including an electric vehicle car scheme share scheme cycle-to-work programme dental and optical cover critical illness protection and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

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

(ICTTECH CS202602R)