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Saas Commercialisation and Service Delivery Director

4 months ago

Reigate, United Kingdom WTW Full time

**Summary Of Role**

We are a dedicated software and technology business within the broader WTW group and are the world’s leading provider of analytics and actuarial modelling software to the insurance industry. We are looking for a commercially astute leader to help drive our transformation to Software-as-a-Service (SaaS).

**In the role you will have two core responsibilities**:

- **SaaS Commercialisation**: You will work with the global proposition leaders of each software product and engineering / ops leaders to define and implement the commercial framework for our SaaS products. You will also lead / input into complex contract negotiations with clients (working closely with the legal contracting team and other stakeholders) where deviations from the framework are requested, and manage a small deal management team.
- **Service Delivery**: You will lead the service delivery function which includes our 24 x 7 service desk and our service management function. You will work across internal regional client management teams and clients to manage any critical service failures or escalations

**The Role**

**Saas Commercialisation**
- Work with the global proposition leaders and engineering / ops leaders to define the commercial framework (pricing and contractual) for SaaS offerings as they evolve over the next 3 to 5 years
- Ensure pricing structures cover the relevant SaaS costs per product and work with the product leaders to understand product level profitability
- Work with the legal contracting team to define the contracting structure and relevant annexures for SaaS contracts
- Work with the finance & technical accounting team to ensure the correct interpretation of the commercial framework and with the client operations team to ensure the correct setup of the products in the licencing / billing processes / systems
- Engage with the software sales teams in the regions on SaaS commericials, including communication of the commercial framework
- Lead and / or input into complex client negotiations where relevant elements of the SaaS contracts are being negotiated (supported by the legal contracting team and other stakeholders)
- Lead a small Deal Management team (c. 1 - 2 people) responsible for facilitating the closure of complex SaaS deals during the contracting phase

**Service Delivery**
- Provide overall leadership (strategic direction, not day to day management) of the 24 x 7 client service desk that provides support and query resolution to software clients and the service management function
- Facilitate the required support to the service desk from other functions within the business including engineering / devops, technology consulting and insurance consulting
- Drive metrics and continuous improvement across service delivery to ensure SLAs are improved and client satisfaction is achieved
- Act as escalation point for service failures or significant client complaints that cannot be managed by the Service Desk Director or Service Management Director. Manage clients and internal stakeholders (e.g. regional sales leads) as part of this
- Contribute as part of the broader business leadership team to the overall success of the business by leveraging experience and assisting outside of functional responsibility where required
- Be the champion for client service across the business, ensuring a client focus in the various technical teams

**The Requirements**
- Relevant experience in a commercial role in a software business (preferably offering SaaS solutions)
- Software / SaaS contract negotiation skills (from a commercial perspective)
- Experience dealing with technology RFPs and / or technology procurement, either as a supplier or a client
- Strong leadership skills with the ability to define strategy, influence direction and drive implementation
- Excellent stakeholder management skills with the ability to influence / manage a range of senior stakeholders within a complex organisation
- Experience managing service delivery to clients including issue escalation and difficult client complaints
- Experience leading a multi-location team of c. 30+ people
- Strong analytical skills and attention to detail