The Role

• Quality Assure the delivery of Workplace Technology services to WTW, including technology platforms, processes, and colleague experience

• Accountable for the delivery of Workplace Technology services and support through a global Managed Service Provider and strategic service partners

• Coordination of strategic Workplace Technology change delivery activities, through Local office Technology Refresh and BAU projects to ensure an orderly transition of change into standard operations and support arrangements

• Partner with End User and Collaboration technology owners and other key stakeholders to articulate service challenges and business requirements to drive technology service capability enhancements.

• Identify trends and performance gaps to drive Continued Service Improvement activities.

• Manage vendors and service partners providing Workplace Technology services to ensure consistent alignment to service levels, standards and expectations.

• Ensure coordination of major incidents and problem investigations are appropriately owned and managed

• Ensure the completion of Root Cause Analysis activities are performed by the relevant vendors.

• Work with Procurement and Finance teams to contribute towards and support appropriate financial mechanisms for vendor provided Workplace Technology services.

• Conduct regular Service Reviews with key vendors and stakeholders

• Escalate service risks to Technology and Business Operations leadership, as appropriate

Technology Areas

• Conferencing and broadcasting

• Enterprise Voice

• Meeting space technology

• Print

• In-office desk/workstation technologies

Areas of Responsibility

• In-office Colleague experience

• Delivery of technology through LOTR

• Project delivery

• Service performance management

• Vendor management

• Service improvement

• Best practices and adoption

• Operational Acceptance

The Requirements

• Minimum 5 years’ experience delivering End User IT services within ITIL environments

• Ability to build strong working relationships to influence, network and collaborate with IT and business stakeholders

• Exceptional foundation of technology, best practices, customer centric focus, and process orientation to deliver consistent services globally.

• Experience in delivering or coordinating managed projects.

• Actively promote ideas, proposals, influence strategy, encourage innovation and manage change.

• Excellent and effective communication skills

• Experience in global leading, planning and implementation.

• Previous experience of delivering through Managed Service Providers

• Assist in the implementation of solutions that are appropriate for the WTW environment.

• Assist with business engagement to proactively identify and enhance service delivery capabilities

• Ability to drive business adoption and increased customer satisfaction through the delivery of Colleague Experience focused activities

WTW is an Equal Opportunity Employer