Join WTW as a SLA Reporting & Metrics Manager – Drive Insight, Influence Outcomes
Are you passionate about turning data into meaningful insights and driving service excellence? WTW's IT Service Management (ITSM) team is looking for a SLA Reporting and Metrics Manager to play a key role in shaping how we measure and improve our technology services.
In this dynamic role, you will:
1. Manage the end-to-end lifecycle of SLA and metrics reporting, from gathering requirements to delivering insights at Service Governance meetings.
2. Collaborate across operational and leadership teams in Enterprise Technology to ensure reporting aligns with strategic goals.
3. Drive improvements by challenging the status quo and thinking creatively about data and process enhancements.
4. Facilitate meetings, develop presentations, document business requirements, and manage expectations with precision and clarity.
We’re looking for a self-starter who thrives in a fast-paced environment, brings a strategic mindset, and is comfortable owning deliverables and timelines. If you're ready to influence change and make a measurable impact, we want to hear from you.
The Role
5. Drive the delivery of Enterprise Technology reporting and service level agreement requirements
6. Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
7. Create and maintain the Reporting and Service Level Agreement (SLA) policy manual
8. Design, deliver and maintain the ownership of reporting for defined Enterprise Technology Governance meetings
9. Oversight for the delivery of Enterprise Technology Power BI dashboards
10. Responsible for the development of quality Reporting and SLA Knowledge articles
11. Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
12. Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement
13. Expand communication across the group to better inform the colleague community with a consistent story using our ITSM framework.
14. Engage in driving standardized ITSM processes to enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.