The Service Manager supports the implementation of the strategy and direction for the Service Management function, to ensure the delivery of high-quality services to WTW business teams and its clients. This position involves supporting the implementation of service strategies, and ensuring high levels of customer satisfaction.
The Service Manager is responsible for driving efficiency, maintaining service quality, and fostering a positive team culture. This role requires a combination of technical expertise and a customer-centric mindset.
 

This role involves coordinating vendor service teams, implementing efficient processes, and ensuring customer satisfaction. Supporting Service Management strategies to ensure the availability, performance, and reliability of our organisation’s strategic applications and ASM applications (in conjunction with ASM Vendor) and  collaboration with cross-functional teams to deliver high-quality support services and drive continuous improvement initiatives.

The Role

Managing customer expectations through sound Relationship Management  principles. Analysing Incident Management, Major Incidents, Changes, and Problems for Strategic Applications and for ASM applications. Ensuring Suppliers are meeting Service Level Agreements. Working with the business and IT leaders to establish and sustain Service Level Standards for each their applications, and third party providers to meet or exceed the Service Level Standards. Day-to-day monitoring of the application systems’ status for both Strategic and ASM application (as supplied by vendor). Working with business leaders and managers to prioritize maintenance and enhancement requests. Compiling cross-functional Technology requirements, activities and resources for system changes and upgrades. Maintaining/keeping up-to-date system documentation. Recommending improvements and recommendations to the Service Management Leader. Attends and supports Security forums with vendors and for, audit & Compliance.

The Requirements

Good ITIL principles knowledge5+ years of experienceDemonstrates knowledge of IT Processes and Procedures with regards to Willis Systems and Business Users.Ability to work under pressure to complete Projects/Tasks/Major IncidentsAbility to use IT Tools for Analysis, Helpdesk Services, Audit processes and Testing purposes.Ability to use IT Tools for Data manipulation and reporting. Ability to govern Customer and Supplier meetings. Excellent communication and interpersonal abilities with Good English Spoken and written skillsAnalytical and problem-solving skills.

Application Process

Stage 1: Online application and recruiter reviewStage 2: Interview with hiring manager and teamStage 3: Offer and onboarding

We’re 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 candidate.helpdesk@willistowerswatson.com