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 40,000 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.com
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 execution 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 execution 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
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 bachelor’s 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.
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
