Service Delivery Manager

hace 4 días

Madrid, Madrid, España WTW A tiempo completo

About the Role

The Service Delivery Manager is a key position at WTW, responsible for overseeing the delivery of high-quality services to our customers. This role 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.
  • Responsible for change management relating to supported applications, ensuring suppliers meet service level agreements (SLAs) and escalating issues as needed.
  • Work with business and IT leaders to establish and sustain service level standards for each application and third-party providers.
  • Monitor the status of application systems for strategic and ASM applications.
  • Collaborate with business leaders and managers to prioritize maintenance and enhancement requests.
  • Coordinate cross-functional technology requirements, activities, and resources for system changes and upgrades.
  • Maintain up-to-date systems documentation to ensure successful operation and maintenance.
  • 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.

About WTW

WTW is a leading organization that delivers high-quality services to its customers. As a Service Delivery Manager, you will play a critical role in ensuring the success of our services and maintaining positive relationships with our customers.

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