Job - Details « Back


Posted DateAug 07, 2018CTCBEST IN INDUSTRY
IndustryIT - SOFTWAREExperience13 To 15 Yrs


In this role, one of functions the Service Manager is responsible for is 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 Towers Watson, as well as the objectives and strategy of the technology vertical/horizontal.  In cases where a “Sev 1” issue is raised for certain processes, the Service Manager will be responsible for the creation and management of Service Requests and open Infrastructure issues within various Corporate Applications.

In addition to end to end management of certain services, another function the Service Manager is responsible for is supporting “level 2-3” tickets throughout Corporate Applications which includes triaging tickets, gathering details and assigning the ticket to the appropriate resource who would continue with the ticket until resolution.

The Service Manager will also be responsible for Access Provisioning for several applications within the Corporate Applications support structure which includes but is not limited to Oracle Financials, Banking Portals, EPM, TCT and Hyperion.

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

  •               Develop an understanding of each internal client’s strategic plans, administrative and operational procedures, and processes to achieve a better understanding of business objectives, drivers, and constraints for managed applications.
  •               Develop a thorough functional and technical understanding of the portfolio of managed applications. 
  •               Coordinate major incidents with Cap Gemini and any Infrastructure Teams involved, sending out communications to the user community to keep them informed on progress.
  •               Arrange and facilitate escalation calls between impacted Business Unit(s) and Cap Gemini to review and agree a way forward to resolution.
  •               Manage Cap Gemini resources responsible for production support and enhancements, and facilitate information requests between this team and the relevant centre of expertise.
  •               Accountable for managing end-to-end lifecycle of one or more IT Services
  •               Accountable for Incident Management, Major Incidents, Problem Management and Change Management for Application Services
  •               Responsible for communication to stakeholders and Willis Towers Watson Associates during P1 Incidents
  •               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
  •               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
  •               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 and Developers 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.
Company Profile

U.S.-based multinational provider of integrated technology and business services.