Service Quality & Improvement Manager Remote Services

Company: WTW
Location: Gainesville
Posted on: July 31, 2022

Job Description:

The Service Quality & Improvement Manager for Remote Services works as part of a team to ensure the continued improvement and successful delivery of all services within Global Service Management team is achieved.Aligned to a specific set of Technology Services within the Global Service Management group is responsible for the continued improvement and delivery of services through a Managed Service Provider, in accordance with both the WTW Platform Standards and contractual agreements, to meet business requirements and align to company and business segment strategies.This role is a hybrid opportunity, possibly remote, however you must be located in the US Southeastern region with a preference for Nashville, TN.Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.**The Role**+ Quality delivery of Remote Services to the company by third party vendor(s) maintaining a thorough understanding and visibility of associated performance agreements+ Leads service improvement strategies for enhancing the delivery the operations and processes within the organization+ Drive initiatives to improve operational effectiveness as measured by quality, resolution time reduction and customer satisfaction+ Partner with internal and service provided IT functions to participate in and, where required, lead the design, decision making and delivery of services+ Participate in the continuous monitoring, improvements and reporting of service delivery performance+ Through Geography Engagement activities, support the business in aligning existing or new service delivery, support solutions to meet requirements and expectations whilst aligning to company strategies+ Partner with Geography Engagement teams, and Key Stakeholders to understand and provide solutions to meet new demands and requirements+ Conduct regular Service Reviews with key stakeholders+ Participate in Supplier Performance Reviews for key User and Global Service Management suppliers and partners+ Act as the business escalation point for service issues or interruption+ Manage the completion of Root Cause Analysis activities and propose/implement process improvements to further enhance services performed by the vendor+ Collaboration with various Technology and Service Governance teams to ensure that Global Service Management principles are effectively delivered in accordance with business expectations+ Continued awareness of the IT landscape and market for solution insights, direction, vendors, and methodologies to enhance service offerings**The Requirements**+ 3+ years of established experience as a service delivery manager for Remote Services (Tier 1 and 2 Service Desk Support) Technology Services+ Proven ability to identify process improvement opportunities and implementation of effective solutions+ Extensive exposure to Remote Service technologies delivered by a managed service partner+ Previous experience dealing with change delivery of Remote Services teams+ Previous experience of working with large service provider for delivery of effective solutions and services+ Propagate a culture of excellence, openness, communication, and support+ Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment+ Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential**_WTW may be subject to employment-related COVID-19 vaccination mandates from time to time in certain jurisdictions that may require certifying and providing documentation of vaccination against COVID-19 to work in a WTW office._**EEO, including disability/vets (https://cdn-static.findly.com/wp-content/uploads/sites/1862/2022/02/08093340/EEO-Policies-for-WTW-Careers-site-2022-2.pdf)

Keywords: WTW, Gainesville , Service Quality & Improvement Manager Remote Services, Executive , Gainesville, Florida