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. The 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, and Problem Management for Strategic Applications and ASM applications (in conjunction with ASM Vendor). Responsible for Change Management relating to their supported Applications – Strategic & ASM applications. Ensuring Suppliers are meeting SLAs 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 of 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 applications (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 forums with vendors and for Strategic Applications ensuring Security, audit & Compliance. 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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