Job Information
WTW Regional End User IT Operations Manager in Miguel Hidalgo, Mexico
Would you like help drive the capabilities of a global company that works with 86% of the Fortune Global 500? Do you have a passion to deliver robust and exciting enterprise-wide technology solutions? Do you have experience in delivering Workplace Technology services? If so, we have an exciting opportunity to become our Workplace Technology Regional Operations Manager.
Working within the End User and Collaboration Services Operations Management Team and strategic partners, the Regional Operations Manager helps to ensure that services within the specified region are delivered to agreed standards, to provide a strong colleague experience and to respond to business requirements.
The Role
Quality Assure the delivery of End User Services to WTW, including technology platforms, processes, and colleague experience.
Accountable for driving the efficient delivery of services within the region.
Focus on metric driven service management to identify trends, gaps in service and opportunities for service improvement.
Measure and enforce service level agreements and key performance indicators to measure the effectiveness and efficiency of services.
Coordination of strategic change delivery activities to ensure an orderly transition of change into standard operations and support arrangements.
Cultivate strong relationships with key business stakeholders in order to gather feedback, communicate service updates and align service delivery with business objectives.
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.
Collaborate with vendors and service partners providing End User 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 support teams vendors.
Work with Procurement and Finance teams to contribute towards and support appropriate financial mechanisms for vendor provided services.
Escalate service risks to Technology and Business Operations leadership, as appropriate.
End User Services Technology Areas
End User Computing – Windows PC’s, Azure Virtual Desktop
M365 services – Teams, Email, SharePoint, OneDrive, Enterprise Voice
Meeting room AV and print technology.
The Requirements
Minimum 5 years’ experience delivering End User IT services within ITIL environments.
Proven experience in metric driven service management in a large enterprise environment
Knowledge and experience of IT Service management Tools (ideally ServiceNow)
Data analysis and reporting – ServiceNow and PowerBI
Proficiency in analyzing and interpreting service performance metrics and leveraging data driven insights to drive continuous service improvement.
Ability to build strong working relationships to influence, network and collaborate with IT and business stakeholders.
Foundational knowledge of End User technologies, best practices, customer centric focus, and process orientation to deliver consistent services globally.
Excellent and effective communication skills
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