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Description
We are seeking a Director-level leader with end-to-end accountability for service quality, operational improvement, and experience outcomes across Service Delivery to join our Service Delivery function and own the identification, shaping, and delivery of high-impact service and operational improvements across technology, operations, and client delivery.
This role is accountable for turning insight into action, using client, service, technology, and operational data to drive measurable improvements in reliability, experience, efficiency, and profitability. The focus is on driving realized outcomes that drive measurable impact. Collaborating closely with senior leaders across Service Delivery, Service Management, Technical Operations, Incident Response, Engineering, and Product, this role will align stakeholders, lead change across boundaries, and ensure improvements are embedded into day-to-day ways of working. The role will also support client-facing teams and, where appropriate, contribute directly to client engagement.
The Role
Outcome Ownership & Service Improvement Leadership
- Accountable for defining, prioritizing, and delivering cross-functional service and experience improvements, with clear ownership of outcomes and benefits realization.
- Convert complex insight (incidents, reliability gaps, client feedback, operational friction) into clear priorities, executable plans, and defined success measures.
- Maintain a relentless focus on business impact and realized benefits, not task completion.
Cross-Functional Alignment & Change Leadership
- Function as the senior authority for service improvement, aligning leaders, resolving trade-offs, and making decisions where ownership spans multiple functions.
- Facilitate decision-making, resolve ambiguity, and maintain momentum where ownership spans multiple teams, unblocking decisions and sustaining momentum.
- Ensure improvements are fully embedded into BAU operations and ways of working, not delivered as standalone initiatives.
Strategic Improvement & Transformation Enablement
- Design and coordinate structured improvement initiatives that strengthen operational resilience, business continuity, service reliability and risk, and client experience and efficiency.
- Introduce and embed pragmatic improvement frameworks and governance that scale with organizational maturity.
- Challenge existing processes, tooling, and approaches constructively and champion a culture of continuous improvement and accountability.
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Data-Led Insight & Performance Transparency
- Discover, generate, manage, and use operational and service performance data to identify systemic issues, prioritize interventions, and validate impact.
- Define and track meaningful performance indicators that demonstrate reliability and experience improvement, reduction in recurring issues, and service stability.
- Provide clear, executive-ready reporting that enables informed decision-making and builds confidence in progress.
Programme Coordination & Delivery Discipline
- Apply proportionate programme and project management practices to structure delivery, manage dependencies, and mitigate risk.
- Track progress against agreed outcomes, benefits, and timelines, ensuring transparency without overengineering governance.
- Drive teams in translating strategic intent into executable, sequenced activity.
Communication, Engagement & Capability Uplift
- Develop clear, outcome-focused communications that articulate the “why,” the expected impact, and behavioral implications of change as well as technological.
- Facilitate workshops, forums, and retrospectives that surface insight and reinforce accountability.
- Drive capability uplift within service and operational teams to sustain improvements long term.
Service Delivery Leadership Support
- Take on additional leadership, operational, or transformation responsibilities aligned to organizational priorities, including oversight or leadership of critical operational or governance functions, as required.
- Represent Service Delivery in executive, client, and cross-functional forums.
Qualifications
What you’ll bring
Essential Experience And Skills
- Extensive experience leading strategic change, transformation, or service improvement in complex, multinational environments.
- Proven ability to influence and engage at executive / C-suite level.
- Strong record of independent ownership, initiative, and leading others through change.
- Excellent analytical capability with the ability to turn data into decisions and measurable impact.
- Experience working across technology, operations, and service delivery functions.
- Strong capability with data and service platforms (e.g. Power BI, Excel, ServiceNow, BMC).
- Proven experience in team training, communications, or business management roles
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Desirable But Not Essential
- Good working knowledge of ITSM practices (e.g. incidents, SLAs, service design, change).
- Experience in financial services, insurance, or technology-led environments.
- Familiarity with digital collaboration tools (e.g. Microsoft Teams, Miro).
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_02R)
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