Continuous Service Improvement Specialist - ITSM (ICT_TECH TD_2024_113R)

While this role centres on driving data-informed change and programme execution, it also includes supporting internal communications and learning activities that ensure alignment, engagement, and capability uplift across service and support teams.

• Training, Communication & Engagement:
• Develop clear, audience-appropriate communications that support programme rollouts, process changes, and service updates.
• Facilitate training and knowledge-sharing sessions to help embed new ways of working, tools, or processes.
• Lead planning and coordinating team engagement activities (e.g. forums, town halls, retrospectives) where relevant to programme work.
• Data-Driven Insight & Analysis:
• Support the analysis of operational data to uncover trends, root causes, and opportunities for optimisation.
• Translate insights into actionable recommendations and improvement plans.
• Help build and maintain dashboards or reports to support transparency, accountability, and alignment.
• Programme & Improvement Delivery:
• Support and lead cross-functional programmes aimed at improving service quality, customer experience, and operational performance.
• Design, implement, and embed continuous improvement strategies, frameworks, and tools.
• Collaborate with teams across Insurance, Consulting and Technology to identify pain points, define improvements, and deliver measurable outcomes.
• Track, report, and communicate progress against programme goals, milestones, and benefits.
• Use data and service performance metrics (e.g. incidents, SLAs, change success, feedback) to inform decisions and prioritise improvements.
• Ensure improvement initiatives align with ITSM best practices and organisational objectives.

The Requirements

Essential experience and skills:

• Proven experience in programme or project management, continuous improvement, or service transformation roles
• Excellent communication and stakeholder engagement skills.
• Capable of balancing independent ownership with cross-team collaboration.
• Ability to work independently and take initiative.
• Proven experience in training, communications, or business management roles
• Good analytical and critical thinking skills, with the ability to interpret data and measure impact.
• Ability to influence and drive change across diverse stakeholder groups.
• Experience using data tools (e.g. Excel, Power BI, Tableau) and/or service platforms (e.g. ServiceNow, BMC).

Desirable but not essential:

• Working knowledge of ITSM practices (e.g. incidents, SLAs, service design, change).
• Familiarity with digital collaboration tools (e.g. Microsoft Teams, Miro).

WTW is an Equal Opportunity Employer

(ICT_TECH TD_2024_113R)