Job Description

Data Stores Service Delivery Manager

The Company

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 40,000 employees serving more than 140 countries. 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. Together, we unlock potential. Learn more at willistowerswatson.com.

The Business

An accomplished Service Delivery Manager is required to join the Data Services team to support all aspects of the central Data Stores, at Willis Towers Watson (WTW), a Global Financial Services organisation.

The Data Programme is a strategic initiative to build a suite of consolidated data stores combining data from multiple sources across the organisation and making it available for consumption by other strategic applications. 

Access to standard reference data and authoritative data stores means that we can combine data across geographies and businesses enabling us to innovate and serve our clients better.

The Role


The Data Stores are supported by the Data Services Team who responsible for providing all elements of the service to business teams, consumers and stakeholders.  This includes service availability, access and provisioning, data quality, data reconciliation with source systems, exception handling and enabling data governance. 

The successful applicant for this role will be involved in all aspects of IT support for the Data Stores.  This includes oversight of the Service Management Team and responsibility for Change Management and Environment Management.

Financial Services Industry experience is not essential for this role, but an ability to rapidly become effective in new domains/disciplines is.

WTW will support your development with a combination of formal training, and first-hand experience working with high-performing colleagues in the delivery of a major data strategy initiative.

Maintain relationships with Source systems, collate changes, organise Impact Assessments and ensure source system data captured in Interface Documents is kept up to date.

  • Capture / schedule technical changes (eg DB upgrades)

  • Maintain Change Request form and collate for weekly Change Board

  • Facilitate Change Board (prepare materials, arrange meetings, write minutes, keep evidence)

  • Manage communication of decisions to requestors

  • Prioritize changes and pass to Delivery teams to schedule and plan

  • Oversee and co-ordinate Production Defect Management process in accordance with the agreed WTW policies.

  • Work with Project teams to develop the Environment Strategy.  Consult with Consumers to manage demand.

  • Organise and schedule Refreshes  and communicate frequency/timetable

  • Responsible for all communication around releases and change

  • Oversee some “on boarding” activities – eg explaining environment set up and process to get access to new consumers and access requests.

  • Keeping environment information up to date on the Data Services SharePoint site

  • Maintain Environment plans (code/data/usage/refreshes) and keep calendar on SharePoint up to date

  • Act as gate keeper to ensure all deployment activities are completed by Project teams (eg all documentation is updated) and to protect the overall quality of the Production environments.

Job Requirements

The Requirements

Essential

  • Customer Service orientation with a strong bias toward action

  • Excellent communication and organisation skills

  • Able to work across functions and disciplines (technical and business)

  • Ability to perform effective stakeholder management

  • Ability to plan and organize Support and Project work

  • Team player

  • Competent in facilitating meetings

  • Process driven – able to create, document and run new processes

  • Experience of running operational support teams

  • High standards, attention to detail, focussed on quality and ability to challenge and drive improvement

  • Experience of managing change

  • Pragmatic approach to Service Management disciplines

Preferred but not essential

  • Knowledge of Service Now

  • ITIL qualification

  • Understanding of Insurance industry