Service Delivery Manager

The Service Delivery Manager (SDM) will join the Service Delivery team, responsible for supporting the delivery of SaaS software and hosted solutions which includes Language Technology, Web and Knowledge Center / Tridion services. The SDM team is part of RWS Cloud Operations and helps contribute to the organization's goals of increasing customer satisfaction, enabling a seamless customer experience, and increasing productivity and profitability.

About Cloud Operations and Tech Support   
 
At RWS our Technical Support and Cloud Operations Teams are a global organization spanning across 13 countries serving a global customer base. Technical Support deliver highly valued support and build trusted relationships with our customers, from individual freelancers to large international corporations and governments.  
 
We are constantly investigating and solving technical problems across a wide range of products and technology, with emphasis on prevention and root cause analysis. At the same time, knowledge sharing is crucial, providing our users and colleagues with the latest solutions, answers, and information. From a Cloud Operations perspective we are a team of experienced, high-performance individuals focused on serving our Enterprise customers leveraging our SaaS solutions to power their “Seamless Customer Experience”. Our core focus is on Quality of Service, Customer Experience, Security and Compliance. Both technical and non-technical groups are embedded within the same Cloud Operations unit. 

Key Responsibilities

• Maintains day-to-day ownership of the service delivered to SaaS/hosted customers.
• Coordinate project activities
• Maintain the inventory of the hosted infra / product
• Generate Daily, Weekly and Monthly Internal & Customer Reports
• Update the Service Delivery Process / Tasks and activities
• Analyze reports and make recommendations on improvements / provide Root Cause Analysis
• Recommend and coordinate implementation of changes to services to improve metrics and drive Continuous Service Improvements, by working with Development and Cloud Operations teams to optimize the service and co-ordinate process changes with process owners
• Coordinate with stakeholders and fix process / communication gaps
• Create and maintain service collateral, detailing key aspects of the hosted service
• Maintain an understanding of RWS’s security policies and how they apply to the service
• Providing reports of major incidents, service outages/degradation and infrastructure changes
• Coordinating and facilitating regularly scheduled operational and status update meetings with key stakeholders
• Conduct internal Meetings / Manage War-Rooms to resolve issues within the defined / customer agreed SLA
• Initiate and coordinate actions to maintain or improve service levels
• Coordinate and expedite the resolution of technical issues acting as the key liaison point
• Keep an up-to-date security questionnaire
• Centralized repository of customer agreed SLA, service details vs what is being delivered
• Facilitate service ratification, implementation and improvements by leveraging Cloud Operations resources through programs of automation and process improvements

Skills & Experience

• Strong understanding of ITIL concepts, Best Practices and Principles. ITIL Foundation certification preferred
• Excellent verbal and written communication skills are mandatory
• Excellent Reporting, Customer service and Leadership skills
• Strong teamwork skills and attention to detail
• Strong English written and verbal communication skills with proven ability to write highly technical reports and documentation.
• Being able to explain complex issues to inexperienced people.
• Professional experience working on AWS
• Experience with ISO 27001 and SOC 2 Audit requirements
• A strong ability and desire to collaborate with peers and to constructively resolve differing points of view.

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every colleague to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.