Senior Director of Service Delivery

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.

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 etc) 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.

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…