At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.

• Design and deliver a set of standardized processes across the group to deliver quality business services to achieve consistent results across IT and business technology
• Design and deliver automated workflows for each process
• Drive the reduction of service outages through Change
• Promote self-service through the development of Knowledge
• Expand communication across the group to better inform the end user community with a consistent story using our ITSM tool, Heed, email, and Intranet articles
• Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
• Drive the development of SMART metrics from the standardized processes to measure quality of service and identify areas which need improvement
• Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
• Compliance ownership for SOC, SOx and SOC2 related to Incident and Change Management
• Standardized ITSM processes enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 3-5 years prior experience in a process ownership role or manager of a service governance organization
• Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
• Lifecycle management of ITSM processes at the enterprise level
• Ability to operationalize business specific processes into an ITSM support model
• Retain neutral position during process design, revision, and continuous improvement
• Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
• Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
• Ability to quickly understand the applicability of industry best practices at the organization and tower level.
• Experience leading a managing ITSM processes in a matrixed management environment.
• Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
• Balance the interest of the enterprise and operational design in continuous improvement activities. Prior experience working in a hybrid support model with portion outsourced and portion insourced