IT Service Management Lead

Willis Towers Watson
02 Sep 2017
30 Sep 2017
Contract Type
Location: Ipswich

The Company
Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

The Business

Corporate IT
Vision: Global IT Infrastructure services, simple and sufficient, delivered consistently, efficiently and cost effectively in support of the Willis Towers Watson global business objectives.

As part of the IT function, IT Infrastructure and Operations is transforming. We are a global corporate function which supports the WTW global business objectives. Our aim is to combine, develop and strengthen IT Infrastructure and operations to deliver efficient IT services, operating efficiently and continually improving; we ensure that all our assets are secure and meet regulatory requirements. IT Infrastructure and Operations support the portfolio of strategic programmes including the IT integration and OIP synergy programmes. Our success lies in the quality of our Colleagues to deliver on our customers ever increasing demands

The Role
Role Overview
Overall accountability for Service Management Office (SMO) communication of policy and procedures, review and guidance on adherence to fundamental Service Management procedures (Incident, Request, Problem and Change), Service Transition oversight (Operational Acceptance, Knowledge), and Continuous Service Improvements (RCA, Problem Management, SLA review). The representative for the specified Infrastructure and Operations team into the Service Management Office.
This role will engage with the segment Service Owners and Project Managers for new or modified services.

Principal Accountabilities
  • Conduct Risk : To put the interests of clients and the integrity of the market at the heart of the way you do business
Major Accountabilities
  • Communication of SMO policies and procedures
  • Accountable for team adherence to fundamental SMO policies
  • Signoff on Operational acceptance, ensuring team requirements are being met
  • Ensure Operational Acceptance is being completed by team for any changed or new service.
  • Service Level Agreement and Quality Analysis review for individual team to ensure key metrics, reporting and support agreement exist
  • Engaged in strategic planning and continuous improvements of Service Management processes
  • Accountable for individual team training of Service Management Office policies and procedures
  • Accountable for Problem management
  • Accountable for Root Cause Analysis
  • Accountable for review of Request for Change, review with impacted teams, identification of new/change service for OA and engaged in Change Management
  • Contributes to ServiceNow COE strategy, direction and prioritization
  • Contributes to ServiceNow requirements, test cases and testing for modifications or enhancements
Minimum Criteria
  • Must have significant understanding of standard Service Management principals and the possible impacts to new or changed services
  • Ability to assist in developing strategy and continuous service improvements
  • Ability to perform effective Service Reviews, Operational Acceptance, Request for Change, and Service Reporting
  • Must be confident to work with offshore teams and external partners. Critical to understand cultural differences and how to be successful.
  • Ability to influence, network and collaborate with Global Project, Infrastructure, Support and Service Management resources
  • Ability to effectively communicate
  • Ability to effectively negotiate and persuade
  • Ability to develop and implement standard Service KPI's for management reporting
  • Ability to interpret critical and non-critical service impact
  • Must have experience working with ServiceNow.
  • Must have previous ITIL experience and a minimum of ITIL foundation certification.
What can we offer you?
In return you will be rewarded with a competitive salary and a comprehensive benefits package including; a fantastic pension scheme, life insurance, medical insurance, eye care vouchers and flexible benefits including critical illness cover, dental cover, additional life assurance, childcare vouchers, retail vouchers and many other options and Corporate deals.

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, colour, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

We are committed to equal employment opportunities at Willis Towers Watson.