Service Manager

2 weeks ago

Manila, National Capital Region, Philippines Willis Towers Watson Full time

The role will support the service management and support team globally, being responsible for support delivery, incident management, problem management, change management, CSI, SLA's, communications, disaster recovery and business continuity plan. The role will work with all areas of the business covering corporate IT, support function, operations and client managers to ensure an appropriate level of service to the client is maintained.

The role will be reporting to the global Head of Service Management and will be managing the end-to-end service lifecycle of IT services, creating an appropriate global service model, defining the service catalogue, and creating the supporting processes, SLA's and procedures.

The Role

Key Responsibilities:

  • In the event of an outage, the Service Manager would coordinate the restoration of critical services as quickly as possible with minimal business disruption while maintaining open channels of communication.
  • Responsible for the delivery of Business as Usual IT service for internal and external users.
  • Liaise with all other IT service functions to make sure that services are maintained.
  • Responsible for resource and capacity management of the team.
  • Design and produce Management Information, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making.
  • Scheduling of the deployment of releases to ensure stability is maintained.
  • Involvement with the Service Integration processes to ensure seamless transition of products from Project into BAU IT Service.
  • Responsible for creating and reviewing the service catalogue to ensure that it covers the organisation's requirements.
  • Work with stakeholders to improve the service.
  • Relationships management with third parties/vendors.
  • Adhere to industry standard IT risk management principles to identify and manage appropriate IT risks; ensure timely resolution or strong mitigation mechanism is employed

The Requirements

Knowledge and Experience:

  • Prior IT Service Management experience; major incident management, large vendor management and business continuity/disaster recovery experience
  • Practical experience of working with the ITIL service lifecycle framework, specifically Service Design, Service Transition, Service Operations and Continual Service Improvement.
  • Strong knowledge Service Management methodologies.
  • Ability to develop positive working relationships and strong rapport with support staff as well as senior leadership (both business and technical users), and ability to influence decision making.
  • Flexible and able to adjust priorities quickly.
  • High-level of personal initiative; able to work independently as well as collaborate in teams.
  • Excellent planning, organizational and analytical skills with strong attention to detail.
  • Proven ability to manage customer perception through addressing issues and implementing solutions.
  • Experience of working with suppliers within the bounds of a service contract.
  • Have a demonstrable track record of working within an IT support environment working experience of performing an operational management role
  • Experience in designing and/or defining infrastructure 'services' in a financial services company.
  • Exposure to a broad range of infrastructure and application technologies such as Unix and Windows operating systems, databases, web and application servers, firewalls & load balancers.
  • Financial Services background.

Technical competencies

Subject Matter Expertise

  • Developing expertise
    • You strengthen your depth and/or breadth of subject matter knowledge and skills across multiple areas.
    • You define the expertise required in your area based on emerging technologies, industry practices. You build the team's capability accordingly.
  • Applying expertise
  • You apply subject matter knowledge and skills across multiple areas to assess the impact of complex issues and implement long-term solutions. You foster innovation using subject matter knowledge to enhance tools, practices, and processes for the team.

Solution Development

  • Systems thinking
    • You lead and foster collaboration across Outsourcing Technology to develop solutions to complex issues.
    • You apply a whole systems approach to evaluating impact, and take ownership for ensuring links between structure, people and processes are made.
  • Focusing on quality
  • You instill a quality mindset to the team and ensure the appropriate methods, processes and standards are in place for teams to deliver quality solutions. You create and deliver improvement initiatives.

Technical Communication

  • Simplifying complexity
    • You develop tools, aids and/or original content to support the delivery and/or understanding of complex information. You guide others on best practice.
  • Influencing stakeholders
  • You are adaptive across a range of situations, effectively tailoring your delivery methods based on your knowledge of stakeholders to have maximum impact and influence.

WTW is an Equal Opportunity Employer


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