Senior Director of Service Delivery

This job is with WTW, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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…