Regional End User IT Operations Manager

hace 2 semanas


Ciudad de México Willis Towers Watson A tiempo completo

The Role

  • Quality Assure the delivery of Workplace Technology services to WTW, including technology platforms, processes, and colleague experience
  • Accountable for the delivery of Workplace Technology services and support through a global Managed Service Provider and strategic service partners
  • Coordination of strategic Workplace Technology change delivery activities, through Local office Technology Refresh and BAU projects to ensure an orderly transition of change into standard operations and support arrangements
  • Partner with End User and Collaboration technology owners and other key stakeholders to articulate service challenges and business requirements to drive technology service capability enhancements.
  • Identify trends and performance gaps to drive Continued Service Improvement activities.
  • Manage vendors and service partners providing Workplace Technology services to ensure consistent alignment to service levels, standards and expectations.
  • Ensure coordination of major incidents and problem investigations are appropriately owned and managed
  • Ensure the completion of Root Cause Analysis activities are performed by the relevant vendors.
  • Work with Procurement and Finance teams to contribute towards and support appropriate financial mechanisms for vendor provided Workplace Technology services.
  • Conduct regular Service Reviews with key vendors and stakeholders
  • Escalate service risks to Technology and Business Operations leadership, as appropriate

Technology Areas

  • Conferencing and broadcasting
  • Enterprise Voice
  • Meeting space technology
  • Print
  • In-office desk/workstation technologies

Areas of Responsibility

  • In-office Colleague experience
  • Delivery of technology through LOTR
  • Project delivery
  • Service performance management
  • Vendor management
  • Service improvement
  • Best practices and adoption
  • Operational Acceptance

The Requirements

  • Minimum 5 years’ experience delivering End User IT services within ITIL environments
  • Ability to build strong working relationships to influence, network and collaborate with IT and business stakeholders
  • Exceptional foundation of technology, best practices, customer centric focus, and process orientation to deliver consistent services globally.
  • Experience in delivering or coordinating managed projects.
  • Actively promote ideas, proposals, influence strategy, encourage innovation and manage change.
  • Excellent and effective communication skills
  • Experience in global leading, planning and implementation.
  • Previous experience of delivering through Managed Service Providers
  • Assist in the implementation of solutions that are appropriate for the WTW environment.
  • Assist with business engagement to proactively identify and enhance service delivery capabilities
  • Ability to drive business adoption and increased customer satisfaction through the delivery of Colleague Experience focused activities

WTW is an Equal Opportunity Employer

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