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- Tasks: Lead service management strategies and improve client support operations.
- Company: Join Willis Towers Watson, a global leader in advisory and solutions since 1828.
- Benefits: Enjoy a culture of inclusivity, remote work options, and opportunities for professional growth.
- Why this job: Be part of a dynamic team driving business performance and client satisfaction.
- Qualifications: Experience in service management and client-facing roles is essential; ITIL knowledge preferred.
- Other info: We value diversity and are committed to creating an inclusive workplace.
The predicted salary is between 43200 - 72000 £ per year.
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.
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.
Associate Director of Service Management - ICT employer: Willis Towers Watson
Contact Detail:
Willis Towers Watson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Associate Director of Service Management - ICT
✨Tip Number 1
Familiarise yourself with ITIL service management processes and best practices, as this role heavily relies on them. Consider obtaining relevant certifications or attending workshops to demonstrate your commitment and knowledge in this area.
✨Tip Number 2
Network with professionals in the SaaS Insurtech space. Attend industry events or join online forums where you can connect with current employees or leaders in the field. This could provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery and client support operations in your previous roles. Use data to back up your claims, as this will showcase your analytical skills and ability to drive continuous improvement.
✨Tip Number 4
Research Willis Towers Watson's recent projects and initiatives in service management. Being knowledgeable about their current strategies and challenges will help you tailor your discussions during interviews and show your genuine interest in the company.
We think you need these skills to ace Associate Director of Service Management - ICT
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Service Management, particularly within a B2B software or service environment. Emphasise your client-facing roles and any specific achievements that demonstrate your ability to improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the responsibilities outlined in the job description. Mention your knowledge of ITIL processes and provide examples of how you've successfully managed service delivery and client support operations.
Showcase Continuous Improvement Experience: Be specific about your experience in creating and executing continuous improvement plans. Use data-driven examples to illustrate how your insights have led to measurable improvements in service quality or client satisfaction.
Highlight Leadership Skills: Since the role involves leading teams and managing projects, make sure to highlight your leadership experience. Provide examples of how you've effectively managed teams and influenced senior stakeholders in previous roles.
How to prepare for a job interview at Willis Towers Watson
✨Understand the Service Management Landscape
Familiarise yourself with the key principles of Service Management, especially ITIL processes. Be prepared to discuss how you have applied these principles in your previous roles and how they can be beneficial for the company.
✨Showcase Your Client Management Skills
Prepare examples that highlight your experience in client-facing roles. Discuss specific instances where you successfully resolved client issues or improved service delivery, demonstrating your ability to maintain strong client relationships.
✨Emphasise Continuous Improvement
Be ready to talk about your experience in leading continuous improvement initiatives. Share data-driven insights from past projects and how they led to measurable improvements in service quality or client satisfaction.
✨Demonstrate Leadership and Collaboration
Highlight your leadership experience, particularly in managing small teams or cross-functional projects. Discuss how you foster collaboration among different teams to enhance service delivery and achieve common goals.
