ITSM Reporting and Metrics Manager

Join WTW as a SLA Reporting & Metrics Manager – Drive Insight, Influence Outcomes

Are you passionate about turning data into meaningful insights and driving service excellence? WTW\’s IT Service Management (ITSM) team is looking for a SLA Reporting and Metrics Manager to play a key role in shaping how we measure and improve our technology services.

In this dynamic role, you will:

• Manage the end-to-end lifecycle of SLA and metrics reporting, from gathering requirements to delivering insights at Service Governance meetings.
• Collaborate across operational and leadership teams in Enterprise Technology to ensure reporting aligns with strategic goals.
• Drive improvements by challenging the status quo and thinking creatively about data and process enhancements.
• Facilitate meetings, develop presentations, document business requirements, and manage expectations with precision and clarity.

We’re looking for a self-starter who thrives in a fast-paced environment, brings a strategic mindset, and is comfortable owning deliverables and timelines. If you\’re ready to influence change and make a measurable impact, we want to hear from you.

The Role

• Drive the delivery of Enterprise Technology reporting and service level agreement requirements
• Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
• Create and maintain the Reporting and Service Level Agreement (SLA) policy manual
• Design, deliver and maintain the ownership of reporting for defined Enterprise Technology Governance meetings
• Oversight for the delivery of Enterprise Technology Power BI dashboards
• Responsible for the development of quality Reporting and SLA Knowledge articles
• Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
• Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement
• Expand communication across the group to better inform the colleague community with a consistent story using our ITSM framework.
• Engage in driving standardized ITSM processes to enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements

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. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

The Requirements

• Should have prior experience in a process ownership role or manager of a service governance organization
• Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
• Lifecycle management of ITSM processes at the enterprise level
• Ability to operationalize business specific processes into an ITSM support model
• Retain neutral position during process design, revision, and continuous improvement
• Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
• Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
• Ability to quickly understand the applicability of industry best practices at the organization and tower level.
• Experience driving a managing ITSM processes in a matrixed management environment.
• Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
• Balance the interest of the enterprise and operational design in continuous improvement activities.
• Prior experience working in a hybrid support model with portion outsourced and portion insourced.

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.

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