Global Head of Service Delivery & Client Experience

WTW; Reigate; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Group income protection

Pension scheme (matched up to 10%)

Hybrid working options

Employee assistance programme

Electric vehicle car scheme

Share scheme

Cycle-to-work

Dental & optical cover

Job summary

WTW is seeking a Senior Director of Service Delivery within ICT Technology to lead a global service management function, overseeing service desk, incident management, and client assurance. You will shape the service strategy, operating model, and governance across regions, while driving continuous improvement and commercial outcomes.

You will partner with product, client engagement and engineering teams, translating regulatory expectations into resilient service design, reporting, and client

Qualifications

• Significant experience in senior service delivery or management roles within B2B software or technology services.
• Proven ability to lead a global service management function with 50+ people.
• IITIL/ITSM knowledge with practical application at scale.
• Strong client-facing leadership at executive level.
• Data-driven with capability to translate metrics into improvements.
• Commercial awareness aligning service delivery with margins.
• Experience leading cross-functional programmes and organisational change.
• Track record of building high performing global teams.
• Strategic mindset with proactive leadership.

Responsibilities

• Own end-to-end service delivery across ICT products and regions.
• Define service strategy, operating model and KPIs/SLAs.
• Lead major incident management and executive communications.
• Represent service delivery in client relationships and reviews.
• Drive ITSM tooling strategy, data reporting and automation.
• Oversee service transition, readiness, and go-live support.
• Champion continuous service improvement and transformation.
• Manage OPEX budget and cost-to-serve optimisations.
• Develop global talent and succession planning.

Skills

Service management leadership

Global multi-location delivery

ITSM knowledge (ITIL)

Executive/C-suite liaison

Data-driven decision making

Commercial/operational acumen

People leadership & development

Strategic planning & transformation

Cross-functional programme leadership

Education

Bachelor's degree in Business/Management/IT

MBA (advantage)

Job description

WTW is seeking a Senior Director of Service Delivery within ICT Technology to lead a global service management function, overseeing service desk, incident management, and client assurance. You will shape the service strategy, operating model, and governance across regions, while driving continuous improvement and commercial outcomes.

You will partner with product, client engagement and engineering teams, translating regulatory expectations into resilient service design, reporting, and client