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JOB SNAPSHOT
Cloud Service Management Analyst (Rotating Shift)
Taguig, PH
The Role
Reporting to the Cloud Service Manager, you will be overseeing and enhancing our service delivery processes to meet and exceed client expectations. Your role is pivotal in maintaining strong client relationships, optimizing service efficiency, and driving continuous improvement. You will collaborate with cross-functional teams to ensure the seamless delivery of our services.
Responsibilities:
- Service Monitoring:
Monitor the performance and quality of services provided by the organization. Track key performance indicators (KPIs) to ensure that services are meeting established standards and objectives. - Incident Management:
Responsible for monitoring and assisting the operations teams when needed to manage and resolve service-related incidents or disruptions. This involves coordinating with relevant teams to address problems, and ensure service is restored as quickly as possible. - Service Level Agreements (SLAs):
Help establish and manage SLAs with clients or internal stakeholders. Ensure services are delivered within agreed-upon timeframes and quality parameters. - Process Improvement:
Process improvement initiatives to streamline service delivery processes and enhance efficiency. Identify bottlenecks and areas for improvement and propose and implement solutions. - Customer or Client Communication:
Maintain communication with clients or customers to gather feedback, address concerns, and provide updates on service delivery. Effective communication skills are essential for this aspect of the role. - Data Analysis:
Analyse data related to service delivery, including performance metrics and customer feedback, to identify trends and areas for improvement. - Documentation:
Keeping accurate records and documentation of service delivery processes, incidents, and resolutions is crucial for accountability and future reference. - Vendor Management:
Manage relationships with external vendors or service providers, ensuring that they meet contractual obligations and provide quality services. - Training and Development:
Responsible for training and developing team members to improve service delivery skills and knowledge. - Technology Utilization:
Use of various tools and technologies to monitor and manage service delivery processes, such as service desk software, monitoring tools, and analytics platforms. - Financial and Business:
Assisting team with cost saving efficiencies as part of automation, streamlining and process improvements. Identifying, managing and reporting of service credits with our vendors.
The Requirements
- Proven experience (3+ years) in service delivery management or a related role.
- Strong understanding of service management frameworks (ITIL, ISO 20000, etc).
- Exceptional interpersonal and communication skills.
- Strong problem-solving and analytical abilities.
- Experience with ServiceNow or similar ITSM tool.
- Understanding of Microsoft Power BI
- Expert at Microsoft Excel, PowerPoint
Equal Opportunity Employer
UNSOLICITEDCONTACT
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.
OUR OFFICES
Our colleagues serve more than 140 countries and markets around the world. This gives a global dimension to everything we do and creates lots of exciting opportunities for you to collaborate and grow. Explore the map below to see where you career could take you.
Meet our people
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
Salmaan Saeed
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
EVENTS
Posse Annual Virtual Career Fair
July 24 @ 3:00 pm - 6:00 pmPosse Annual Virtual Career Fair
July 24 @ 3:00 pm - 6:00 pmOLA Early Career Symposium
August 4 @ 9:00 am - August 5 @ 5:00 pmOLA Early Career Symposium
August 4 @ 9:00 am - August 5 @ 5:00 pmPosse Annual Virtual Career Fair
July 24 @ 3:00 pm - 6:00 pmPosse Annual Virtual Career Fair
July 24 @ 3:00 pm - 6:00 pmOLA Early Career Symposium
August 4 @ 9:00 am - August 5 @ 5:00 pmOLA Early Career Symposium
August 4 @ 9:00 am - August 5 @ 5:00 pmThere are no upcoming events at this time.