At a Glance
- Tasks: Lead service delivery and enhance client experience across innovative software solutions.
- Company: Join a global leader in analytics and actuarial modelling for the insurance industry.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a matched pension scheme.
- Other info: Hybrid working options and a commitment to equal opportunity for all applicants.
- Why this job: Make a real impact by shaping best-in-class service capabilities in a dynamic environment.
- Qualifications: Proven leadership in service delivery; MBA is a plus.
The predicted salary is between 75000 - 90000 £ per year.
Description Insurance, Consulting and Technology (ICT) Technology is a dedicated software business within the broader WTW group and the world's leading provider of analytics and actuarial modelling software to the insurance industry.
The Senior Director of Service Delivery is a senior leadership role within ICT Technology, accountable for defining and delivering a best-in-class service capability across ICT's diverse portfolio of software and technology-enabled services.
The role owns the end-to-end client service experience; from service desk and incident management through to client assurance and service improvement, ensuring service outcomes are high-quality, consistent, and commercially effective.
This role operates at the intersection of product, client engagement, and service operations.
It leads a global, multi-disciplinary service management delivery function and acts as the senior client-facing leader for service delivery, representing the function in key client relationships, executive escalations, and senior stakeholder engagements.
The Role Service Strategy including service introduction, support and operational model design, and ongoing evolution.
Contribute as a senior member of the ICT Technology team, providing service and operational perspective to broader business decisions.
Support broader initiatives (e. g. regulatory compliance, transformation, tooling, and commercial models etc) leveraging domain expertise.
Service delivery reduced escalation rates; strong client retention.
Quality: Increased service management maturity; improved quality of support, service data, and client communications; high employee satisfaction (ESAT).
Time MBA is an advantage.
What we offer Enjoy a benefits package designed to help you thrive, both professionally and personally.
You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge.
Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind.
Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.
We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community.
On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more.
Start making the most of your career and wellbeing with a range of benefits tailored for you.
Equal Opportunity Employer 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 candidatehelpdesk@wtwco. com. (ICT_TECH CS_2026_05R) #J-18808-Ljbffr
Senior Director of Service Delivery in Surrey employer: Willis Towers Watson
WTW is an exceptional employer that prioritises the professional and personal growth of its employees, offering a comprehensive benefits package that includes generous annual leave, private healthcare, and a robust pension scheme. The collaborative work culture fosters strong relationships across teams, while the opportunity to engage in meaningful projects within the affinity insurance sector allows for impactful contributions to the company's success. With hybrid working options and a commitment to employee wellbeing, WTW stands out as a rewarding place to build a fulfilling career.
