Regional End User IT Operations Manager

• 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

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

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

• 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

Willis Towers Watson