Job Description

Data Stores Service 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

Corporate risk and broking

We know how companies can unlock potential through effective risk management.  Our clients rely on us to craft strategies to quantify, mitigate, and transfer risk, taking advantage of our specialist industry experience and unparalleled market know-how. The result is a new way of embracing risk that drives superior results.

The Role

The Service Manager is responsible for managing Data Stores services throughout their entire lifecycle.  They are responsible for the transition to Production.  They are responsible for continuous service improvements.

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, but 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 will also collaborate with the Vendor Management function and the Mumbai Service Centre to ensure that vendors and offshore partners deliver the expected standards of service for all Analytics Technology services in operation.

The Service Manager works under the supervision of a Service Owner

Principle Responsibilities:

  • Responsible for managing end-to-end service lifecycle of the Data Stores.

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

  • Responsible 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 to Consuming applications

    • Establishment of Monthly Service Review Meetings

  • Responsible for the management of the access and security control processes for the Data Stores, including the granting of access to AD groups and the regular review and recertification of the members of that Group, as well as other Security controls.

  • Accountable for managing problem solving, especially with respect to second level support.

  • 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.

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

Job Requirements

The Requirements

Knowledge:

  • 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

Skills:

  • 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 behaviour to suite political environment(s).

  • 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