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\n Description\n Insurance, Consulting and Technology (ICT) Technology is a dedicated software business within the broader WTW group and the world's leading provider of analytics and actuarial modelling software to the insurance industry. \n The Senior Director of Service Delivery is a senior leadership role within ICT Technology, accountable for defining and delivering a best-in-class service capability across ICT's diverse portfolio of software and technology-enabled services. \n The role owns the end-to-end client service experience; from service desk and incident management through to client assurance and service improvement, ensuring service outcomes are high-quality, consistent, and commercially effective. \n This role operates at the intersection of product, client engagement, and service operations. It leads a global, multi-disciplinary service management delivery function and acts as the senior client-facing leader for service delivery, representing the function in key client relationships, executive escalations, and senior stakeholder engagements. \n The Role \n Service Strategy & leadership. \n \n • \n Define and execute the service strategy across ICT's product portfolio, ensuring service delivery, client experience, and commercial priorities are aligned. \n • \n Set the operating model direction for the service function, balancing client demand, cost-to-serve, and continuous improvement. \n • \n Lead cross-regional service teams (UK, Manila, Mexico, Japan etc) with clear accountability, succession planning, and a high-performance culture. \n • \n Own the translation of regulatory expectations into service design and controls, embedding compliance into day-to-day service delivery (including resilience, reporting and third-party management). \n • \n Champion a client-centric service culture across product and engineering teams, ensuring service considerations are embedded in product lifecycle decisions; including service introduction, support and operational model design, and ongoing evolution. \n • \n Contribute as a senior member of the ICT Technology team, providing service and operational perspective to broader business decisions. \n • \n Support broader initiatives (e.g. regulatory compliance, transformation, tooling, and commercial models etc) leveraging domain expertise. \n \n Service delivery & performance. \n \n • \n Own end-to-end service performance across all ICT products, covering service desk, incident management, problem management, and escalation handling as well as further ITIL service processes. \n • \n Establish, track, and drive performance against KPIs and SLAs, maintaining operational discipline and data-led management. \n • \n Lead major incident management for complex, high-impact client issues, including executive-level communication, resolution governance, and post-incident review. \n • \n Ensure consistent service quality across differing product stacks, support models, and client expectations across all geographies. \n \n Client Service Management & Assurance \n \n • \n Function as the senior client-facing leader for service delivery, owning service representation in key client relationships through the support of the product stacks and their teams including service reviews and escalations. \n • \n Own the client-facing service model: service review cadences, reporting, SLA governance, and escalation handling. \n • \n Lead the development of coordinated client transparent service and incident communications \n • \n Ensure consistent, high-quality client communication for incidents, planned maintenance, and service performance, building trust and supporting client retention and growth. \n \n Service tooling and reporting \n \n • \n Define and own the ITSM tooling strategy, ensuring platforms support scalable, consistent service delivery across products and regions. \n • \n Define and evolve service data, reporting, and client transparency capabilities, ensuring cross-product visibility and actionable insight for internal and client decision-making. \n • \n Drive standardisation and optimisation of ITSM tooling, automation, and self-service capability across the function. \n • \n Identify and adopt AI-assisted capabilities (e.g., intelligent triage, predictive incident detection, automated resolution workflows) to improve service efficiency and quality. \n • \n Manage ITSM and service tooling vendor relationships, including contract oversight and performance management. \n \n Service Transition & Operational Readiness \n \n • \n Lead end-to-end service transition for new products and major launches, ensuring operational readiness across service, and client-facing service teams prior to go-live. \n • \n Define and embed standardised transition frameworks covering support model design, SLAs, documentation, tooling configuration, and knowledge transfer. \n • \n Coordinate cross-functional readiness to ensure capability, capacity, and governance are in place to support stable day-one and ongoing operations. \n • \n Act as the service function's voice in product development and launch planning, ensuring supportability requirements are defined and met before release. \n \n Continuous service improvement & transformation \n \n • \n Define and lead the service improvement agenda, prioritising initiatives based on client impact, operational performance, and commercial outcomes. \n • \n Drive cross-product standardisation and maturity uplift to ensure consistent service practices, controls, and client experience. \n • \n Benchmark service practices against ITIL and industry standards, identifying and closing maturity gaps. \n • \n Embed a data-led improvement culture, using service metrics, client feedback, and trend analysis to drive decisions and demonstrate progress. \n \n People Leadership & Talent Development \n \n • \n Lead, develop, and inspire a global, multi-disciplinary service management function, creating an environment of high performance, accountability, and continuous learning. \n • \n Define the organisational structure and workforce plan for the service function, ensuring appropriate capability, capacity, and geographic coverage. \n • \n Build clear career pathways and development opportunities to attract, retain, and grow talent across the function. \n • \n Manage succession planning for key roles, ensuring organisational resilience and leadership continuity. \n • \n Drive high levels of employee engagement and satisfaction, fostering an inclusive and collaborative team culture across global locations. \n \n Commercial & Cost-to-Serve \n \n • \n Own the service function's OPEX budget, managing cost-to-serve across service operations and balancing efficiency with client experience. \n • \n Optimise resource allocation across onshore/offshore delivery models, coverage structures, and FTE planning. \n • \n Provide input into commercial models, pricing constructs, and contractual service terms, ensuring alignment between service capability, risk, and margin. \n • \n Support sales, RFP, and client negotiations where service delivery is a differentiator, providing commercial and operational insight. \n \n Headlines success measures: \n \n • \n Client Impact: Improved CSAT and NPS; reduced escalation rates; strong client retention. \n • \n Quality: Increased service management maturity; improved quality of support, service data, and client communications; high employee satisfaction (ESAT). \n • \n Time & Budget: On time delivery of transformation, achieving people and project OPEX targets, and supporting wider ICT revenue, margin, and retention targets etc. \n • Assurance: Improved client assurance outcomes, audit readiness, regulatory compliance posture, and transparency of service performance.\n, • Efficiency: Exceed client incident SLAs, reduced resolution times etc.\n Qualifications\n What you’ll bring \n Essential \n • Significant experience in service management or service delivery leadership roles within a B2B software or technology services organisation. \n • Proven track record leading a multi-location, global service management function of 50+ people. \n • Demonstrated experience managing and improving service delivery and client support operations, with strong ITSM knowledge and practice (ITIL Managing Professional or equivalent level of practical knowledge). \n • Strong client-facing leadership capability, with experience representing service delivery at executive and C-suite level. \n • Highly data-driven, with the ability to translate service metrics into actionable insight, decisions, and improvement plans. \n • Commercially astute, with the ability to understand and influence the commercial impact of service decisions. \n • Demonstrated ability to lead and develop high-performing teams in a global, matrixed organisational environment. \n • Strong decision-making and critical thinking skills, with a proactive and strategic mindset. \n • Experience leading complex cross-functional programmes and continuous improvement initiatives. \n • Experience driving organisational change and building a culture of continuous improvement. \n Highly Desirable \n • Experience in insurance, financial services, or regulated B2B software markets. \n • Familiarity with relevant regulatory frameworks affecting software service delivery (e.g., DORA, FCA operational resilience requirements). \n • Experience adopting AI/automation within service operations. \n • ITIL Managing Professional or ITIL Strategic Leader certification. \n • Bachelor’s degree in business administration, Management, Information Technology, or a related field; MBA is an advantage. \n What we offer \n Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. \n We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you. \n Equal Opportunity Employer \n We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com. \n (ICTTECH CS2026_05R) \n #J-18808-Ljbffr

Product Manager (Satellite Communications / DV Clearance) £65,000 - £85,000 + Company Benefits + Progression + Training + Progression + Company Bonus Redhill - Hybrid Are you a Product Manager with IP networking experience looking to join an industry-leading business, where you'll shape next-generation connectivity solutions, receive DV clearance sponsorship, progress your career, and increase your earnings through a company bonus? This leading provider of satellite communications and IT solutions delivers secure, innovative services to clients across the Defence and Maritime sectors. With over 50 years of sustained growth and a global workforce of more than 250 employees. In this role, you will act as the technical product lead, supporting product strategy, go-to-market activity and product positioning across providers such as Starlink, OneWeb and Inmarsat. You will translate technical capability into clear commercial messaging, support sales and marketing with product knowledge and collateral, lead internal training, and work with engineering and suppliers on requirements, product lifecycle and new service launches. This role would suit a Product Manager with IP networking experience, who can work across technical and commercial teams to support product strategy, go-to-market activity and delivery of global connectivity services. The Role: ...

Position: Technical Product Manager Job ID: MFJ23 Location: Redhill, Surrey (Hybrid Working Available) Rate/Salary: Competitive Salary (DOE) Benefits: Excellent benefits package Type: Permanent HSB Technical Ltd is a specialist recruiter within the Power & Propulsion, Shipbuilding, Maritime Shipping, Energy, Subsea and Fire & Security sectors. The below job description outlines the position of: Technical Product Manager Typically, this person will be an experienced Technical Product Manager with strong technical knowledge of satellite communications, IP networking, and technology products. They will be responsible for managing products throughout their lifecycle, supporting product launches, providing technical expertise to internal teams and customers, and translating complex technical features into clear commercial benefits. HSB Technical's client is an established technology and communications business serving global customers across maritime and commercial sectors. Duties and Responsibilities of the Technical Product Manager: • Act as the technical product subject matter expert across a portfolio of satellite communications and technology products., • Support the full product lifecycle from concept, launch, enhancement, and end-of-life management., • Produce and translate technical content into customer-focused collateral including white papers, brochures...

Datacoms Technician – Job Advert£32,000 + Excellent Benefits + Comprehensive Training Must Be Eligible For SC Clearance (Minimum 5 Years in UK) Location: Redhill / Hybrid Post Probation + travel to remote sitesSector: Satellite Communications / Enterprise Networks / Maritime & Remote Connectivity The Opportunity We’re working with a cutting-edge communications provider delivering complex global connectivity solutions across maritime, remote sites and enterprise environments. They’re looking for a Datacoms Technician to join a high-performing Engineering team, supporting and delivering advanced networking solutions across VSAT, LTE and global infrastructures. If you enjoy variety, problem-solving and working with modern communication technologies at scale, this is a brilliant opportunity to develop your career in a highly specialised space. What you’ll be doing You’ll play a key role in supporting and delivering customer network solutions, working across the full lifecycle from build through to support: • Supporting and maintaining complex customer network environments (VSAT, LTE, global networks), • Investigating and resolving escalated technical issues with a structured, customer-focused approach, • Assisting with the build, configuration, testing and ins...

Product Manager (Satcoms / SC Clearance) £40,000 - £50,000 + Company Benefits + Progression + Training + Progression + Company Bonus Redhill - Hybrid Are you a Product Manager with IP networking and satcoms experience looking to join an industry-leading organisation, acting as the technical product lead for global connectivity services, supporting product strategy and go-to-market delivery, with the opportunity to gain SC clearance and increase earnings through a company bonus scheme? This leading provider of satellite communications and IT solutions delivers secure, innovative services to clients across the Defence and Maritime sectors. With over 50 years of sustained growth and a global workforce of more than 250 employees. In this role, you will act as the technical product lead, supporting product strategy, go-to-market activity and product positioning across providers such as Starlink, OneWeb and Inmarsat. You will translate technical capability into clear commercial messaging, support sales and marketing with product knowledge and collateral, lead internal training, and work with engineering and suppliers on requirements, product lifecycle and new service launches. This role would suit a Product Manager with IP networking experience, who can work across technical and commercial teams to support product strategy, go-to-market activity and delivery of...

Security Engineer You will take ownership of through-life network security and infrastructure protection across critical satellite and telecommunications networks. This position gives you direct control over the design, implementation and long-term security posture of vital connectivity frameworks within the defence and national security sector.Salary • Base salary of £50,000 per annum.The work, • Develop and embed information security plans and operational policies., • Monitor security tools to identify, investigate, and resolve live incidents., • Test critical customer and internal systems for vulnerabilities., • Deliver technical advice to internal engineering groups regarding global network design., • Create and update architectural documentation, support guides, and schematics.Your profile, • Hands-on engineering background with Cisco and Juniper platforms., • Experience deploying and troubleshooting security toolsets including SIEM and IDS/IPS., • Knowledge of penetration testing methodologies and computer forensic tools., • Understanding of General Data Protection Regulation requirements., • Background in telecommunications or maritime communications is advantageous., • Experience working on UK Ministry of Defence or government systems is beneficial.Essential requirements<...

Technical Product Manager£40,000 + Excellent Benefits + Comprehensive Training Must be eligible for SC Clearance (Minimum 5 Years in UK) Technical Product ManagerLocation: Redhill / Hybrid Post Probation (with occasional travel)Sector: Satellite Communications / Telecoms / Technology The OpportunityWe’re looking for a Technical Product Manager to take ownership of a portfolio of cutting-edge satellite and connectivity products. This is a high-impact role where you’ll sit at the heart of product, engineering and commercial teams, driving products from concept through to launch and beyond. You’ll act as the technical voice of the product, translating complex solutions into clear, compelling value propositions for both internal stakeholders and external customers. If you thrive in a fast-paced, technology-driven environment and enjoy working across global teams, this is a brilliant opportunity to shape the future of satcom and connectivity solutions. What you’ll be doing • Own the full product lifecycle, from concept through to end-of-life, • Act as the technical product SME across satellite and communications solutions (e.g. Starlink, OneWeb, Iridium, Inmarsat, Cobham), • Translate technical capabilities into customer-focused messaging (white papers, presentations, product collateral etc.), • Support go-to-...

Graduate Communications Engineer (SC Clearance) £28,000 - £32,000 + Company Benefits + Training + Progression + Company Bonus Redhill - Hybrid Are you a Graduate Communications Engineer or similar looking to join an industry-leading company where you'll work on cutting-edge networking projects, receive specialist training from industry experts, progress into senior engineering positions and gain SC clearance? This leading provider of satellite communications and IT solutions delivers secure, innovative services to clients across the Defence and Maritime sectors. With over 50 years of sustained growth and a global workforce of more than 250 employees. In this role, you will support the design, build and deployment of enterprise networking and communications solutions for customers worldwide. Working within the Enterprise Engineering team, you will configure and troubleshoot networks, support customer projects from installation through to commissioning, produce technical documentation, and help evaluate new technologies and products, with occasional travel to customer sites across the UK and internationally. This role would suit a Graduate Communications Engineer or similar looking to kick-start their career with a global technology company, working on innovative networking projects while receiving specialist training and clear progression in...

Insurance, Consulting and Technology (ICT) Technology is a dedicated software business within the broader WTW group and the world's leading provider of analytics and actuarial modelling software to the insurance industry. The Senior Director of Service Delivery is a senior leadership role within ICT Technology, accountable for defining and delivering a best-in-class service capability across ICT's diverse portfolio of software and technology-enabled services. The role owns the end-to-end client service experience; from service desk and incident management through to client assurance and service improvement, ensuring service outcomes are high-quality, consistent, and commercially effective. This role operates at the intersection of product, client engagement, and service operations. It leads a global, multi-disciplinary service management delivery function and acts as the senior client-facing leader for service delivery, representing the function in key client relationships, executive escalations, and senior stakeholder engagements. • Define and execute the service strategy across ICT's product portfolio, ensuring service delivery, client experience, and commercial priorities are aligned., • Set the operating model direction for the service function, balancing client demand, cost-to-serve, and continuous improvement., • Lead cross-regional service teams (UK, Manila, Mexico, Japan etc) with clear accountability, succession planning, and a high-performance culture., • Own the translation of regulatory expectations into service design and controls, embedding compliance into day-to-day service delivery (including resilience, reporting and third-party management)., • Champion a client-centric service culture across product and engineering teams, ensuring service considerations are embedded in product lifecycle decisions; including service introduction, support and operational model design, and ongoing evolution., • Contribute as a senior member of the ICT Technology team, providing service and operational perspective to broader business decisions., • Support broader initiatives (e.g. regulatory compliance, transformation, tooling, and commercial models etc) leveraging domain expertise., • Own end-to-end service performance across all ICT products, covering service desk, incident management, problem management, and escalation handling as well as further ITIL service processes., • Establish, track, and drive performance against KPIs and SLAs, maintaining operational discipline and data-led management., • Lead major incident management for complex, high-impact client issues, including executive-level communication, resolution governance, and post-incident review., • Ensure consistent service quality across differing product stacks, support models, and client expectations across all geographies., • Function as the senior client-facing leader for service delivery, owning service representation in key client relationships through the support of the product stacks and their teams including service reviews and escalations., • Own the client-facing service model: service review cadences, reporting, SLA governance, and escalation handling., • Lead the development of coordinated client transparent service and incident communications, • Ensure consistent, high-quality client communication for incidents, planned maintenance, and service performance, building trust and supporting client retention and growth., • Define and own the ITSM tooling strategy, ensuring platforms support scalable, consistent service delivery across products and regions., • Define and evolve service data, reporting, and client transparency capabilities, ensuring cross-product visibility and actionable insight for internal and client decision-making., • Drive standardisation and optimisation of ITSM tooling, automation, and self-service capability across the function., • Identify and adopt AI-assisted capabilities (e.g., intelligent triage, predictive incident detection, automated resolution workflows) to improve service efficiency and quality., • Manage ITSM and service tooling vendor relationships, including contract oversight and performance management., • Lead end-to-end service transition for new products and major launches, ensuring operational readiness across service, and client-facing service teams prior to go-live., • Define and embed standardised transition frameworks covering support model design, SLAs, documentation, tooling configuration, and knowledge transfer., • Coordinate cross-functional readiness to ensure capability, capacity, and governance are in place to support stable day-one and ongoing operations., • Act as the service function's voice in product development and launch planning, ensuring supportability requirements are defined and met before release., • Define and lead the service improvement agenda, prioritising initiatives based on client impact, operational performance, and commercial outcomes., • Drive cross-product standardisation and maturity uplift to ensure consistent service practices, controls, and client experience., • Benchmark service practices against ITIL and industry standards, identifying and closing maturity gaps., • Embed a data-led improvement culture, using service metrics, client feedback, and trend analysis to drive decisions and demonstrate progress., • Lead, develop, and inspire a global, multi-disciplinary service management function, creating an environment of high performance, accountability, and continuous learning., • Define the organisational structure and workforce plan for the service function, ensuring appropriate capability, capacity, and geographic coverage., • Build clear career pathways and development opportunities to attract, retain, and grow talent across the function., • Manage succession planning for key roles, ensuring organisational resilience and leadership continuity., • Drive high levels of employee engagement and satisfaction, fostering an inclusive and collaborative team culture across global locations., • Own the service function's OPEX budget, managing cost-to-serve across service operations and balancing efficiency with client experience., • Optimise resource allocation across onshore/offshore delivery models, coverage structures, and FTE planning., • Provide input into commercial models, pricing constructs, and contractual service terms, ensuring alignment between service capability, risk, and margin., • Support sales, RFP, and client negotiations where service delivery is a differentiator, providing commercial and operational insight., • Client Impact: Improved CSAT and NPS; reduced escalation rates; strong client retention., • Quality: Increased service management maturity; improved quality of support, service data, and client communications; high employee satisfaction (ESAT)., • Time & Budget: On time delivery of transformation, achieving people and project OPEX targets, and supporting wider ICT revenue, margin, and retention targets etc., • Assurance: Improved client assurance outcomes, audit readiness, regulatory compliance posture, and transparency of service performance., • Efficiency: Exceed client incident SLAs, reduced resolution times etc., • Significant experience in service management or service delivery leadership roles within a B2B software or technology services organisation., • Proven track record leading a multi-location, global service management function of 50+ people., • Demonstrated experience managing and improving service delivery and client support operations, with strong ITSM knowledge and practice (ITIL Managing Professional or equivalent level of practical knowledge)., • Strong client-facing leadership capability, with experience representing service delivery at executive and C-suite level., • Highly data-driven, with the ability to translate service metrics into actionable insight, decisions, and improvement plans., • Commercially astute, with the ability to understand and influence the commercial impact of service decisions., • Demonstrated ability to lead and develop high-performing teams in a global, matrixed organisational environment., • Strong decision-making and critical thinking skills, with a proactive and strategic mindset., • Experience leading complex cross-functional programmes and continuous improvement initiatives., • Experience driving organisational change and building a culture of continuous improvement., • Experience in insurance, financial services, or regulated B2B software markets., • Familiarity with relevant regulatory frameworks affecting software service delivery (e.g., DORA, FCA operational resilience requirements)., • Experience adopting AI/automation within service operations., • ITIL Managing Professional or ITIL Strategic Leader certification., • Bachelor's degree in business administration, Management, Information Technology, or a related field; MBA is an advantage. Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you. We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com #J-18808-Ljbffr

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