The Director of Service Quality and Experience is a critical role the Insurance, Consulting and Technology (ICT) Service Delivery team. Reporting into the Director of Commercialisation and Service Delivery, this role will be accountable for ensuring the end-end efficient and impactful functioning of the service, support and design activities across teams, covering aspects such as:
- Program planning and internal team communications
- End to end functional operation of client support
- Data led insight, analysis and creation of continuous improvement programs
- Knowledge management, learning and development (L&D) and training
- Ensuring high quality client interactions
- End to end management of ITIL service design processes
- Support of efficient coordination and of service management activities
We are seeking a dedicated, client centric leader to create, implement, manage and continuously improve the Service Quality & Experience team and to drive excellent execution of data led improvement programs. This role will also be responsible for the uplift of our internal knowledge, learning and development, and communications approach and will ensure excellence in our service design, and client management activities across the wider team
The successful candidate will join as a member of the Service Delivery Management team and will lead an existing team of experienced and driven client focused individuals. The role will be supported by senior leader colleagues managing support, service management, incident response and commercialization as well as wider functional engagements into technical operations and engineering
The Service Delivery team is here to delight our clients, providing exceptional support, promptly resolving their issues and inquiries in a consistent and efficient manner, while empowering our internal teams with client insights to drive business growth. The Director of Service Quality and Experience will be critical to our ongoing success.
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.
The Role
Service Delivery program planning and execution:
- Create and implement a quarterly planning approach aligned with functional team leads.
- Ensure the development, implementation and execution of comprehensive functional program plans with team leads responsible to achieve service delivery goals.
- Own manage and run regular programme reviews and senior leader QBRs to ensure alignment to plan and de-risk challenges.
End to end function of Client support
- Gather, analyse, understand and conclude headlines from complex data across teams, systems and tools.
- Ensure the efficient functioning of end-to-end support services across Service Delivery, Technology Operations and Technology Delivery through stakeholder alignment, support guild and steerco coordination.
- Ensure accuracy and integrity of service and support data and work with wider ICT stakeholders on data architecture, impact and requirements for ensuring client support.
- Manage and ensure continuous improvement of internal service reporting. Define and create metrics to measure success and enable leadership business decisions for the improvement of service.
- Design, Implement and manage processes to improve client support efficiency and effectiveness.
- Lead the Business Continuity (BCP) approach to support, ensure efficient, effective, documented and practised approach to support continuity.
- Ensure appropriate support industry body certifications are achieved, maintained and recognised across ICT.
Service Delivery learning and development, communications, and knowledge management
- Develop and implement cross function training programs, aligned with team leads to enhance team skills and knowledge.
- Develop, implement and execute cross function communication plans to ensure aligned and aware team.
- Ensure the efficient management of internal support knowledge management systems to ensure easy access to information for support teams end to end.
- Ensure the design development and implementation of client facing external knowledge management approach aligned with key stakeholders.
- Promote a culture of continuous learning and development within the team.
High quality interactions:
- Design, implement and run methodology to evaluate the quality of service and support through data analysis, internal and client feedback, and team performance metrics.
- Identify, own and implement continuous improvement programs
- Develop and maintain quality performance metrics, key performance indicators (KPIs), and dashboards to track and communicate progress toward quality and service goals.
End to end management of ITIL service design process:
- Oversee, and support the success of the ITIL Service Design team to ensure efficient process design, documentation, training and adherence across all functions end to end.
- Ensure support compliance with ITIL best practices and standards and continuously review and improve service processes to align with business goal.
- Ensure efficient new service introduction engagement, and adherence to defined ITIL support process
Support of service management activities:
- Support the success of the Service Management team to ensure efficient client service management and continuous improvement.
- Ensure internal stakeholder management and efficient communication and execution of product and service improvement plans.
Headlines success measures:
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Time & Budget: On time delivery of projects, achieving OPEX targets, and supporting wider ICT revenue and retention targets etc.
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Quality: Increased maturity of service delivery process, uplifted quality of support and service data and communications, and employee and stakeholder satisfaction (ESAT)
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Impact: Happy Clients: CSAT, NPS, Escalation rates etc.
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Efficiency: Exceed client incident SLAs, Reduced resolution times, leveraged knowledge process etc.
The Requirements
- Proven experience in a leadership role within a software / service B2B organisation
- Proven track record of managing and improving service delivery and client support operations with demonstrated project and programme management capabilities.
- Strong knowledge of ITIL service management processes, ISO20,000 and best practices. ITIL V4 certified.
- Excellent communication, leadership, and interpersonal skills to C-level
- Highly data led. Ability to analyse data and provide actionable insights, decisions and plans.
- Commercially astute, with ability to understand commercial impacts of service decisions.
- Demonstrated ability to lead and manage a cross functional, global team effectively with matrix management elements.
- Demonstrated ability to lead, mentor, and develop a high-performing team.
- Strong decision-making and problem-solving skills, with a proactive and strategic mindset.
- Experience in complex cross function program planning, knowledge management, and continuous improvement initiatives
- Experience in managing organizational change and driving a culture of continuous improvement.
Highly desirable
- Experience in Insurance, Consulting, Finance is valuable.
- Proficiency in using service management software and tools (e.g., ServiceNow, BMC, etc.) valuable.
- A bachelor’s degree in business administration, Management, Information Technology, or a related field is valuable.
- An MBA is valuable
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.
Equal Opportunity Employer
