Platform Operations Manager role at WTW
The Client Technology team owns the technology roadmap that supports the Willis Client journey. The team has several inter‑related delivery and operations workstreams across client portal capabilities and client records management. Within this globally distributed team, this role will lead the operational excellence of our Azure‑based production platform. This is a key role responsible for ensuring service reliability, secure‑by‑design practices, and continuous improvement across our DevOps and service management functions.
Responsibilities
Service Management & Reliability
* Own the cost, health and performance of the production environment
* Lead incident response, root cause analysis, and postmortem processes
* Monitor SLAs, SLOs, and KPIs for platform services
DevOps & Release Management
* Oversee CI/CD pipelines and ensure smooth and secure build acceptance into production
* Collaborate with engineering teams to improve deployment processes
* Champion automation and infrastructure‑as‑code practices
* Partner with security teams to ensure compliance, threat modelling, and secure deployments
* Drive adoption of secure coding, scanning, and monitoring tools across the platform
Continuous Improvement
* Identify and implement improvements in operational workflows
* Drive initiatives to reduce toil and improve system resilience
* Foster a culture of learning and operational excellence
Reporting & Communication
* Produce regular reports on KPIs, platform performance, incidents, and improvements
* Communicate effectively with stakeholders across engineering, product, and leadership
* Maintain clear documentation of operational procedures and standards
Team Leadership
* Manage and mentor a cross‑functional team
* Support career development and performance management
* Promote collaboration and knowledge sharing across teams
Qualifications
Experience: Essential
* Proven experience in platform operations, DevOps, or SRE leadership roles
* Strong expertise in Microsoft Azure PaaS services (e.g., App Services, Azure Functions, AKS, Azure DevOps)
* Solid understanding of Agile methodologies and cross‑functional team collaboration
* Experience with monitoring, observability, and incident management tools
* Strong grasp of security best practices and secure‑by‑design principles
* Excellent communication, leadership, and stakeholder management skills
* Proven experience in end‑user management
Experience: Preferable
* Experience with ITIL or other service management frameworks
* Background in software engineering or systems architecture
* Knowledge of security and compliance in production environments
* Certifications in Azure (e.g., AZ‑400, AZ‑305) or ITIL
* Experience with compliance frameworks (e.g., ISO 27001, SOC 2)
* Knowledge of General Insurance (London Market / Lloyd’s and Industry) products and services
Skills / Other
* Excellent interpersonal skills, including listening, verbal, and written communication with the ability to communicate effectively with all levels of the company
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
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