Operations Analyst and Supervisor - French speaker

Job Description

About Us

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.

The Opportunity

We are seeking an experienced IT Operations Team Supervisor to lead and coordinate a team operating in complex, mission-critical environments. This role combines hands-on technical expertise with strong people management and leadership skills, ensuring service continuity, consistent quality, operational excellence, and continuous improvement across RUN activities.

The Supervisor will act as the main point of coordination between technical teams, French IT stakeholders and business users, while overseeing daily operations, incident management and team performance.

The ideal candidate is a hands-on IT supervisor who combines deep technical knowledge with strong leadership and communication skills. A natural coordinator and mentor, capable of driving operational excellence while building a motivated, reliable and high-performing team in a demanding production environment.

What will you do?

Operational & Technical Leadership

• Supervise and coordinate the daily activities of the Operations team, ensuring timely and high-quality processing of:
  • Incident tickets (batch incidents, system/application failures, database issues, infrastructure problems).
  • Service requests (file and directory management, database actions, log transfers, backup operations, batch executions).
  • Technical and application changes (deliveries, deployments, executions).
• Set clear team goals, delegate tasks, and set deadlines
• Act as the main escalation point for complex production incidents and critical situations.
• Responsible for ensuring the team metrics are met or exceeded.
• Analyse incidents, identify root causes and coordinate corrective actions.
• Ensure operational stability across multiple environments.

People Management & Team Leadership

• Lead, coach and motivate a team of IT specialists, fostering a collaborative and high-performance culture.
• Organise workload, priorities and rotations.
• Support team development through knowledge sharing and mentoring.
• Evaluate scope of additional services/volume and determine impact to team adjusting where necessary
• Ensure clear communication within the team and with external stakeholders.
• Create an inspiring team environment with an open communication culture.

Process, Reporting & Quality

• Oversee the maintenance and continuous improvement of operational procedures, documentation and instruction manuals.
• Effectively drive team toward monthly SLA & KPI attainment
• Participate in audits and ensure compliance with internal and external requirements.
• Recommend improvements to RUN processes and service delivery.

Stakeholder Management

• Act as key interface with business stakeholders.

Qualifications

What You'll Bring

• Degree in related discipline or equivalent combination of education and experience.
• Proven work experience as a supervisor
• ServiceNow ticketing tool experience and strong hands-on knowledge ofLinux/Unix, SQL scripts and Oracle.
• Knowledge of Windows AD, Azure, DEC, and Microsoft environments
• Fluent or very good level of English and French (written and spoken)
• Excellent communication, leadership and presentation skills
• Ability to quickly react to dynamic service delivery requirements
• Ability to influence, network and collaborate with IT teams.

Why WTW?

At WTW, we offer more than just a job-we offer a career. Here's what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.
• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job-it's a journey. Apply now and turn your potential into success with WTW!

Willis Towers Watson is an equal opportunity employer.