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IT Service Manager

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POST DATE 9/16/2016
END DATE 2/6/2017

Willis North America Inc. Minneapolis, MN

Minneapolis, MN
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


Job Title: IT Service Manager
Location: Minneapolis, MN

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 territories. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas the dynamic formula that drives business performance. Unlock your potential at Willis Towers Watson

Our sophisticated approach to risk helps clients free up capital. We work closely with investors, reinsurers and insurers to manage the equation between risk and return. Blending advanced analytics with deep institutional knowledge, we reveal new opportunities to maximize performance.

In this role, the Service Manager is responsible for managing one or more services throughout their entire lifecycle. The service manager will be the expert in all aspects of the service, and will be colloquially referred to as the Go To person with knowledge/ experience of the business processes and operations flow of the business unit(s) he/she supports. The service manager should ensure that the service he/she manages is in line with the overall objectives and strategy of Willis, as well as the objectives and strategy of the technology vertical/horizontal.

The position requires cross-functional working with the IT teams that develop, support and test the applications. The role does not require a deep understanding of the applications, a basic understanding of the service applications is required to effectively work in collaboration with the technology teams, to make the service an ultimate success. The service manager should be able to communicate the changing business objectives of the service to the tech support and similar teams as required.

The Service Manager works under the supervision of a Service Owner.


* Accountable for managing end-to-end service lifecycle of one or more IT Services

* Health, availability, adherence to SLA s, time problem resolution, performance and introduction of any change to the service

* Accountable for Incident Management, Major Incidents, Problem Management and Change Management for Application Services

* Responsible for an effective relationship with business stakeholders

* Communication during P1 Incidents

* Communication of remediation efforts and up-coming system outages

* Establishment of Monthly Service Review Meetings

* Accountable for managing problem solving, especially with respect to second level support where the Service Desk is unable to resolve the end user(s) problems,

* Accountable for reporting to their Service Owner key performance and service management metrics, including any remediation plans

* Ensuring Suppliers are meeting SLA s and escalating issues regarding Performance of Suppliers to Service Owner

* Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, as well as planning & scheduling maintenance problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the business(es)

* Coordinating all cross-functional Technology requirements, activities and resources for system changes and upgrades in the absence of an assigned Release Manager

* Responsible for ensuring that the service entry in the Service Portfolio/Catalogue is accurate and is maintained.

* Accountable for maintaining/keeping up-to-date all systems documentation to ensure the successful operation and maintenance of the systems

* Works closely with Technology management, Project Managers, Business Analysts, Developers, Solution Architects and Quality Assurance analysts, who are pursuing business initiatives and projects that will impact the application system(s) he/she is in charge of

* Working with the business and IT leaders to establish SLA s and OLA s for each application assigned and for organizing his/her employees, financial resources, and third party providers to meet or exceed the Service Level Agreements.

* Working with business and IT teams on SLA s/OLA s for restoration required to meet business disaster recovery and business continuity needs

* Responsible for Incident Management, Major Incidents, Problem Management and Change Management for Application Services

* Accountable for maintaining/keeping up-to-date all systems documentation to ensure the successful operation and maintenance of the systems

* Advocate for the service and continual service improvements by assessing opportunities and presenting ideas to stakeholders and IT management


* Ability to elicit, analyze, communicate and validate high-level business requirements for development of changes to existing business processes, polices and/or information systems

* Ability to plan and organize Support and Project work

* Ability to understand and assess global IT implications of work undertaken

* Ability to think out of the box, solve problems, encourage innovation and manage change

* Actively promotes ideas, proposals, and influences strategy

* Ability to perform effective stakeholder management adjusting communication delivery to suit audience, and adjusting behavior to suite political environment(s).

* Highly experienced and knowledgeable of the business processes used by the business unit(s) he/she supports

* Basic knowledge of the application services he/she needs to support

* Business knowledge to understand the relevant business objectives and issues

* Reporting on application status and service management.

* Contributions to the business continuance planning and disaster recovery plans working with Service Owner

* Post Incident Reviews and action plans.

* Reporting of Supplier issues and ongoing action plan

* To put the interests of clients and the integrity of the market at the heart of the way you do business

* Excellent critical thinking and creative problem solving skills

* Customer Service orientation with a strong bias toward action

* Highly innovative, strong problem solver and will not settle for the first solution

* Excellent analytical skills especially in the insurance industry

* Team player

* Effective and calm under pressure

* Competent in facilitating meetings such that business requirements are clearly defined and signed-off by the participants/business stakeholders

* Ability to create an environment that encourages professional development

* Ability to build strong working relationships, with IT and business managers

* Ability to influence, network and collaborate with stakeholders

* Negotiation and persuasion skills

* Excellent and effective communication skills.

* Ability to travel 10%

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search.

Willis is an Equal Opportunity Employer who supports Diversity Minority / Female/ Disability / Veteran.