The Role
The Service Manager is responsible for overseeing and managing the delivery of high-quality services to customers. This role involves coordinating vendor service teams, implementing efficient processes, and ensuring customer satisfaction. Service Manager will be responsible for ensuring the availability, performance, and reliability of our organization's strategic applications and ASM applications (in conjunction with ASM Vendor). The Application Service Manager will collaborate with cross-functional teams to deliver high-quality support services and drive continuous improvement initiatives. The Service Manager is a key link between the WTW Product teams and the organization, focusing on maintaining positive relationships and resolving issues promptly.
Major accountabilities:
Manage customer expectations through sound Relationship Management principles
Accountable for Incident Management, Major Incidents, Problem for Strategic Applications and for ASM applications (in conjunction with ASM Vendor
Responsible for Change Management relating to their supported Applications – Strategic & ASM applications
Ensuring Suppliers are meeting SLA's and escalating issues regarding Performance of Suppliers, in conjunction with Governance Team and standard reports created for SLA and Strategic applications.
Working with the business and IT leaders to establish and sustain Service Level Standards for each their applications, and third party providers to meet or exceed the Service Level Standards.
Day-to-day monitoring of the application systems' status for both Strategic and ASM application (as supplied by vendor)
Working with business leaders and managers to prioritize maintenance and enhancement requests, as well as planning & scheduling maintenance and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the business(es)
Coordinating all cross-functional Technology requirements, activities and resources for system changes and upgrades
Maintaining/keeping up-to-date all systems documentation to ensure the successful operation and maintenance of the systems
Communicates with the IT Management team regarding improvements and recommendations.
Represent ASM portfolio of applications on Security forumswith vendor and for Strategic Applications ensuring Security, audit & Compliance
Note – Details of Major accountabilities on next few slides.
The 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.
Excellent communication and interpersonal abilities with Good English Spoken and written skills
Analytical and problem-solving skills.
Equal Opportunity Employer
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