The Role

• Continuously evaluates IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement

• Seeks feedback from the internal stakeholders, agree and own the team’s Continual Service Improvement Plans (CSIPs)

• Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions and the configuration management database (CMDB)

• Directly involved in strategic quality planning by developing corrective action and counter measures to operational quality issues

• Incident and Problem Management, Service Delivery Management, Budget Management, Stakeholder Management (Internal and External), Continuous Improvement

---

A Service Manager is responsible for overseeing service operations, ensuring customer satisfaction, and managing service teams to meet organizational goals. This is a critical employee who oversees IT services' management and provision, ensuring they meet quality standards and business goals. In this role, you will manage issues and incidents, ensure smooth change implementation, and cultivate good connections with stakeholders and third parties. You will play a critical role in guaranteeing the effectiveness and dependability of IT operations, by establishing a solid framework for third party governance.

---

The Requirements

• Bachelor’s Degree in Computer Science, Information Technology Management and/or an MBA is required

• 10-15 years experience in a similar role within the financial industry or a complex international environment

• Experience with establishing oversight and governance with third party service providers for contract management and performance monitoring is required

• Familiarity with reporting software, ITSM tools like ServiceNow is strongly preferred.

• ITIL and/or PMP certified would be preferred

• Ability to think out of the box, solve problems, encourage innovation and manage change

• Actively promotes ideas, proposals, and influences strategy

• Excellent critical thinking and creative problem solving

• Ability to work independently, under own initiative and within a team

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $75,000.00-$100,000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

---

Interfaces with all customers regarding service offerings, costs, value propositions, and on boarding processes.
Continuously evaluate IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement.
Understanding trends within the processes or shared services areas in scope and recommending appropriate course of action that benefits IT and its Customers.
Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs).
Plan, prepare and organize service capabilities for new development activities, projects, releases, new applications.
Responsible for asset management associated with end-user computing.
Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions, service ordering.
Design of future services identified in the Service Portfolio.
Provides support to business owners and external groups in the understanding of the services offered, including quality, costs, leverage, risks, user experience and speed of delivery