WTW
Senior Director of Service Delivery
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Description
Insurance, Consulting and Technology (ICT) Technology is a dedicated software business within the broader WTW group and the world's leading provider of analytics and actuarial modelling software to the insurance industry.
About the Role
The Senior Director of Service Delivery is a senior leadership role within ICT Technology, accountable for defining and delivering a best-in-class service capability across ICT's diverse portfolio of software and technology-enabled services.
The role owns the end-to-end client service experience; from service desk and incident management through to client assurance and service improvement, ensuring service outcomes are high-quality, consistent, and commercially effective.
This role operates at the intersection of product, client engagement, and service operations. It leads a global, multi-disciplinary service management delivery function and acts as the senior client-facing leader for service delivery, representing the function in key client relationships, executive escalations, and senior stakeholder engagements.
The Role
Service Strategy & Leadership
- Define and execute the service strategy across ICT's product portfolio, ensuring service delivery, client experience, and commercial priorities are aligned.
- Set the operating model direction for the service function, balancing client demand, cost-to-serve, and continuous improvement.
- Lead cross-regional service teams (UK, Manila, Mexico, Japan, etc) with clear accountability, succession planning, and a high-performance culture.
- Own the translation of regulatory expectations into service design and controls, embedding compliance into day-to-day service delivery (including resilience, reporting, and third-party management).
- Champion a client-centric service culture across product and engineering teams, ensuring service considerations are embedded in product lifecycle decisions; including service introduction, support, and operational model design, and ongoing evolution.
- Contribute as a senior member of the ICT Technology team, providing service and operational perspective to broader business decisions.
- Support broader initiatives (e.g., regulatory compliance, transformation, tooling, and commercial models) leveraging domain expertise.
Service Delivery & Performance
- Own end-to-end service performance across all ICT products, covering service desk, incident management, problem management, and escalation handling as well as further ITIL service processes.
- Establish, track, and drive performance against KPIs and SLAs, maintaining operational discipline and data-led management.
- Lead major incident management for complex, high-impact client issues, including executive-level communication, resolution governance, and post-incident review.
- Ensure consistent service quality across differing product stacks, support models, and client expectations across all geographies.
Client Service Management & Assurance
- Function as the senior client-facing leader for service delivery, owning service representation in key client relationships through the support of the product stacks and their teams including service reviews and escalations.
- Own the client-facing service model: service review cadences, reporting, SLA governance, and escalation handling.
- Lead the development of coordinated client transparent service and incident communications.
- Ensure consistent, high-quality client communication for incidents, planned maintenance, and service performance, building trust and supporting client retention and growth.
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Service Tooling and Reporting
- Define and own the ITSM tooling strategy, ensuring platforms support scalable, consistent service delivery across products and regions.
- Define and evolve service data, reporting, and client transparency capabilities, ensuring cross-product visibility and actionable insight for internal and client decision-making.
- Drive standardisation and optimisation of ITSM tooling, automation, and self-service capability across the function.
- Identify and adopt AI-assisted capabilities (e.g., intelligent triage, predictive incident detection, automated resolution workflows) to improve service efficiency and quality.
- Manage ITSM and service tooling vendor relationships, including contract oversight and performance management.
Service Transition & Operational Readiness
- Lead end-to-end service transition for new products and major launches, ensuring operational readiness across service, and client-facing service teams prior to go-live.
- Define and embed standardised transition frameworks covering support model design, SLAs, documentation, tooling configuration, and knowledge transfer.
- Coordinate cross-functional readiness to ensure capability, capacity, and governance are in place to support stable day-one and ongoing operations.
- Act as the service function's voice in product development and launch planning, ensuring supportability requirements are defined and met before release.
Continuous Service Improvement & Transformation
- Define and lead the service improvement agenda, prioritising initiatives based on client impact, operational performance, and commercial outcomes.
- Drive cross-product standardisation and maturity uplift to ensure consistent service practices, controls, and client experience.
- Benchmark service practices against ITIL and industry standards, identifying and closing maturity gaps.
- Embed a data-led improvement culture, using service metrics, client feedback, and trend analysis to drive decisions and demonstrate progress.
People Leadership & Talent Development
- Lead, develop, and inspire a global, multi-disciplinary service management function, creating an environment of high performance, accountability, and continuous learning.
- Define the organisational structure and workforce plan for the service function, ensuring appropriate capability, capacity, and geographic coverage.
- Build clear career pathways and development opportunities to attract, retain, and grow talent across the function.
- Manage succession planning for key roles, ensuring organisational resilience and leadership continuity.
- Drive high levels of employee engagement and satisfaction, fostering an inclusive and collaborative team culture across global locations.
Commercial & Cost-to-Serve
- Own the service function's OPEX budget, managing cost-to-serve across service operations and balancing efficiency with client experience.
- Optimise resource allocation across onshore/offshore delivery models, coverage structures, and FTE planning.
- Provide input into commercial models, pricing constructs, and contractual service terms, ensuring alignment between service capability, risk, and margin.
- Support sales, RFP, and client negotiations where service delivery is a differentiator, providing commercial and operational insight.
Headlines Success Measures
- Client Impact: Improved CSAT and NPS; reduced escalation rates; strong client retention.
- Quality: Increased service management maturity; improved quality of support, service data, and client communications; high employee satisfaction (ESAT).
- Time & Budget: On-time delivery of transformation, achieving people and project OPEX targets, and supporting wider ICT revenue, margin, and retention targets.
- Assurance: Improved client assurance outcomes, audit readiness, regulatory compliance posture, and transparency of service performance.
- Efficiency: Exceed client incident SLAs, reduced resolution times, etc.
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Qualifications
What You’ll Bring
Essential
- Significant experience in service management or service delivery leadership roles within a B2B software or technology services organisation.
- Proven track record leading a multi-location, global service management function of 50+ people.
- Demonstrated experience managing and improving service delivery and client support operations, with strong ITSM knowledge and practice (ITIL Managing Professional or equivalent level of practical knowledge).
- Strong client-facing leadership capability, with experience representing service delivery at executive and C-suite level.
- Highly data-driven, with the ability to translate service metrics into actionable insight, decisions, and improvement plans.
- Commercially astute, with the ability to understand and influence the commercial impact of service decisions.
- Demonstrated ability to lead and develop high-performing teams in a global, matrixed organisational environment.
- Strong decision-making and critical thinking skills, with a proactive and strategic mindset.
- Experience leading complex cross-functional programmes and continuous improvement initiatives.
- Experience driving organisational change and building a culture of continuous improvement.
Highly Desirable
- Experience in insurance, financial services, or regulated B2B software markets.
- Familiarity with relevant regulatory frameworks affecting software service delivery (e.g., DORA, FCA operational resilience requirements).
- Experience adopting AI/automation within service operations.
- ITIL Managing Professional or ITIL Strategic Leader certification.
- Bachelor’s degree in business administration, Management, Information Technology, or a related field; MBA is an advantage.
What We Offer
Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.
We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.
Equal Opportunity Employer
We’re committed to equal employment opportunity and provide application, interview, and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com
(ICT_TECH CS_2026_05R)
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