Service Delivery Manager

• Strategic Leadership: Develop and implement a global IT service delivery strategy aligned with organizational objectives. Collaborate with IT and business stakeholders to define service delivery standards and performance metrics.
• Global Service Delivery Oversight: Oversee the delivery of IT service across all regions, ensuring the adherence of service level agreements (SLAs), and key performance indicators. Implement continuous improvement initiatives that and enhance the quality and efficiency of services aligned with business objectives.
• Stakeholder Engagement: Collaborate and partner with internal stakeholders to understand business requirements and align service delivery accordingly.  Act as the primary point for systemic and escalated service delivery issues.
• Escalation Management: Oversee the resolution of escalations from internal teams or business colleagues regarding service delivery issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.
• Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance. 
• Service Reporting and Communication: Prepare and distribute timely service status reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication.

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5 to 10 years of experience in IT service delivery management, 5 years in a leadership role. 
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Experience in managing escalation resolution of complex issues.
• Excellent problem-solving and decision-making skills, with the ability to remain calm and focused in high-pressure situations.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with business colleagues, technical teams, and senior management.
• Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced customer-oriented environment.
• Relevant certifications, such as ITIL Foundation, PMP, or related certifications, are highly desirable.

The Company 

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 willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.