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 agenda, prioritising initiatives based on client impact, operational performance, and commercial outcomes.
• Drive cross-product standardisation and maturity uplift to ensure consistent service practices, controls, and client experience.
• Benchmark service practices against ITIL and industry standards, identifying and closing maturity gaps.
• Embed a data-led improvement culture, using service metrics, client feedback, and trend analysis to drive decisions and demonstrate progress.

People Leadership & Talent Development

• Lead, develop, and inspire a global, multi-disciplinary service management function, creating an environment of high performance, accountability, and continuous learning.
• Define the organisational structure and workforce plan for the service function, ensuring appropriate capability, capacity, and geographic coverage.
• Build clear career pathways and development opportunities to attract, retain, and grow talent across the function.
• Manage succession planning for key roles, ensuring organisational resilience and leadership continuity.
• Drive high levels of employee engagement and satisfaction, fostering an inclusive and collaborative team culture across global locations.

Commercial & Cost-to-Serve

• Own the service function's OPEX budget, managing cost-to-serve across service operations and balancing efficiency with client experience.
• Optimise resource allocation across onshore/offshore delivery models, coverage structures, and FTE planning.
• Provide input into commercial models, pricing constructs, and contractual service terms, ensuring alignment between service capability, risk, and margin.
• Support sales, RFP, and client negotiations where service delivery is a differentiator, providing commercial and operational insight.

Headlines success measures:

• Client Impact: Improved CSAT and NPS; reduced escalation rates; strong client retention.
• Quality: Increased service management maturity; improved quality of support, service data, and client communications; high employee satisfaction (ESAT).
• Time & Budget: On time delivery of transformation, achieving people and project OPEX targets, and supporting wider ICT revenue, margin, and retention targets etc.
• Assurance: Improved client assurance outcomes, audit readiness, regulatory compliance posture, and transparency of service performance.
• Efficiency: Exceed client incident SLAs, reduced resolution times etc.

Qualifications What you'll bring

Essential

• Significant experience in service management or service delivery leadership roles within a B2B software or technology services organisation.
• Proven track record leading a multi-location, global service management function of 50+ people.
• Demonstrated experience managing and improving service delivery and client support operations, with strong ITSM knowledge and practice (ITIL Managing Professional or equivalent level of practical knowledge).
• Strong client-facing leadership capability, with experience representing service delivery at executive and C-suite level.
• Highly data-driven, with the ability to translate service metrics into actionable insight, decisions, and improvement plans.
• Commercially astute, with the ability to understand and influence the commercial impact of service decisions.
• Demonstrated ability to lead and develop high-performing teams in a global, matrixed organisational environment.
• Strong decision-making and critical thinking skills, with a proactive and strategic mindset.
• Experience leading complex cross-functional programmes and continuous improvement initiatives.
• Experience driving organisational change and building a culture of continuous improvement.

Highly Desirable
• Experience in insurance, financial services, or regulated B2B software markets.
• Familiarity with relevant regulatory frameworks affecting software service delivery (e.g., DORA, FCA operational resilience requirements).
• Experience adopting AI/automation within service operations.
• ITIL Managing Professional or ITIL Strategic Leader certification.
• Bachelor's degree in business administration, Management, Information Technology, or a related field; MBA is an advantage click apply for full job details