Service Manager

Summary:

Established business with a rapidly growing portfolio of offerings in the SaaS space is seeking a Service Manager with experience in implementing and maintaining Service Management processes.

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 Service Manager will be critical to our ongoing success.

The Role:

The successful candidate will:

• Support the Service Management lead in designing, documenting, maintaining, and improving Service Management processes.
• Collaborate with internal teams to ensure end to end service delivery is being provided to all clients.
• Build relationships with internal and external stakeholders.
• Be responsible for maintaining and improving client service reporting. 
• Lead service reviews with clients.
• Onboard new clients into Service Management 
• Serve as an escalation point for client issues.
• Work with Incident response teams to ensure service resolution.
• Liaise and communicate with clients during major incidents.
• Maintain, improve, and promote the Service Catalogue
• Work on projects to ensure Service management processes are covered and documented.
• Help to promote the Service Management function across functions.
• Be a trusted partner for both internal and external stakeholders.

Will support Service Management and Delivery Leadership with:

• Program planning and execution through engagement in defined quarterly planning aligned with functional team leads.
• Definition and execution of future support strategy, Business Continuity Plans (BCP), and regulatory compliance
  
   

The Requirements:

Essential

• Proven experience working in a service management capacity for a market facing SaaS provider.
• ITIL V3 or V4 qualification, and professional Understanding of ITIL framework 
• Experience in liaising and influencing stake holders. 
• Excellent communication skills 
• Can lead and create required documentation. 
• Can build relationships quickly. 
• Proficiency in using service management software and tools (e.g., ServiceNow, BMC, etc.)
• Data driven, with the ability to create improvement programs from gathered data and measure and iterate for success.

Highly desirable

• Experience in Insurance, Consulting, Finance is valuable.
• A bachelor’s degree in business administration, Management, Information Technology, or a related field is valuable.
• An MBA is valuable

Note: 

This role is offered on a fixed-term contract for a minimum duration of 9 to 12 months, with the possibility of extension based on business needs.
 

Equal Opportunity Employer

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.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

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