Service Delivery Manager
hace 1 mes
**Job Summary**
The Service Manager is a critical role at WTW, responsible for overseeing the delivery of high-quality services to our customers. This position involves coordinating vendor service teams, implementing efficient processes, and ensuring customer satisfaction.
**Key Responsibilities**
- Manage customer expectations through sound relationship management principles.
- Accountable for incident management, major incidents, and problem management for strategic applications and ASM applications (in conjunction with ASM Vendor).
- Responsible for change management relating to supported applications – strategic & ASM applications.
- Ensure suppliers meet service level agreements (SLAs) and escalate issues regarding supplier performance, in conjunction with the governance team and standard reports created for SLA and strategic applications.
- Work with business and IT leaders to establish and sustain service level standards for each application and third-party provider to meet or exceed service level standards.
- Monitor the application systems' status for both strategic and ASM applications (as supplied by vendor).
- Collaborate with business leaders and managers to prioritize maintenance and enhancement requests, as well as plan and schedule maintenance and enhancement releases to ensure timely implementation with minimal disruption to the business.
- Coordinate cross-functional technology requirements, activities, and resources for system changes and upgrades.
- Maintain and keep up-to-date all systems documentation to ensure successful operation and maintenance of systems.
- Communicate with the IT management team regarding improvements and recommendations.
- Represent the ASM portfolio of applications on security forums with vendors and for strategic applications, ensuring security, audit, and compliance.
**Requirements**
- Good ITIL principles knowledge.
- 5+ years of experience.
- Demonstrates knowledge of IT processes and procedures with regards to Willis Systems and business users.
- Ability to design and implement IT services to suit business needs within budget and/or time constraints.
- Ability to work under pressure to complete projects/tasks/major incidents.
- Ability to use IT tools for analysis, helpdesk services, audit processes, and testing purposes.
- Ability to use IT tools for data manipulation and reporting.
- Ability to govern customer and supplier meetings.
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