The Role

Strategic Leadership: Help implement a global IT service delivery strategy to the region and contribute regional knowledge for successful implementation. Collaborate with IT and business stakeholders to define service delivery standards and performance metrics. Global Service Delivery Oversight: Oversee the delivery of IT service across all regions, ensuring the adherence of service level agreements (SLAs), and key performance indicators.  Implement continuous improvement initiatives that enhance the quality and efficiency of services aligned with business objectives. Stakeholder Engagement: Collaborate and partner with internal stakeholders to understand business requirements and align service delivery accordingly.  Act as the primary point for systemic and escalated service delivery issues. Escalation Management: Oversee the resolution of escalations from internal teams or business colleagues regarding service delivery issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively. Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance.  Service Reporting and Communication: Prepare and distribute timely service status reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication. Onsite Support and Dispatch Diagnose and resolve technical issues promptly and efficiently. Or use remote capability of global IT organization  Manage the secure storage, deployment and return of in-office laptop stock Collaborate with other IT teams to ensure the seamless integration of systems and resolve technical issues that cannot be resolved remotely. Support the business in aligning new or existing services as well as the delivery and support of solutions to meet requirements and expectations. Effectively manage the supply, distribution, and stock level of IT peripherals within designated locations Escalate unresolved or systemic issues to the appropriate IT support teams and follow-up to ensure timely resolution. Following a ‘Hub and Spoke’ model, this role will work very closely with the wider Workplace Delivery Management team. The role will have an assigned hub location but will be required to travel to other WTW sites as needed to provide in office support.

The Requirements

Bachelor’s degree in information technology, Computer Science, or a related field. 5+ years of experience in IT service delivery management.  Strong knowledge of IT service management (ITSM) frameworks, such as ITIL. Experience in managing escalation resolution of complex issues. Excellent problem-solving and decision-making skills, with the ability to remain calm and focused in high-pressure situations. Exceptional communication and interpersonal skills, with the ability to effectively interact with business colleagues, technical teams, and senior management. Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced customer-oriented environment. Relevant certifications, such as ITIL Foundation, PMP, or related certifications, are highly desirable. Willing to travel to other WTW regional locations.