IT Service Operations Manager

The IT Service Operations Manager Role is pivotal in the continuous improvement of our Service Management function. The role will be responsible for the oversight of robust Change, Problem, SLA’s, Service Transition and Service Improvement Plans across the Service Delivery team. Developing Service Improvement Plans in conjunction with Regional Service Delivery Managers globally, to ensure a cohesive structured approach is being taken across the wider team. The role is also accountable for management reporting across the team, SLA’s / OLA’s and measuring performance against these, which in turn will drive the Service Improvement activities for the whole team.  Working for the Head of Service Delivery, the role will suit someone with a proven track record of IT Service Delivery Management. The successful candidate will hold customer satisfaction in high regard and will understand what it takes to run a 24x7 IT Service Operation. This is a senior role, with the ability to directly influence the performance of the Service Delivery Team through accurate and timely reporting, standardisation of processes and support.

This is a highly visible key strategic role and as the IT Service Operation Manager you will have experience in matrix managing a team to provide relentless high-quality support for RWS in order to deliver timely and quality support and service. Key to the role is metric reporting, where the expectation is that gradual improvements are seen month on month. Reporting will be seen both internally by senior stakeholders and IT Management.

This role also entails ensuring the delivery of the highest level of operational service to end-users by coordinating the activities of the service delivery team across all areas of services and performs numerous duties, such as service management, mentoring of peers and other team members, change control, and improvement in service, all to ensure improved customer satisfaction, cost minimization, and profit maximization.

About Product & Technology

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Key Responsibilities

• Lead role in major incidents ensuring coordination of resolving parties, display effective communication to stakeholders and incident review process.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of service and performance of the Service Delivery team. Additionally ensure future demand from corporate growth is understood and factored into capacity plans for all associated support systems.
• Process definition, improvement, and ownership (Service Desk, Incident, Change & Problem Management) will all be required within the role.
• Represent IT Service Management through external and internal audits where appropriate.
• Define and track service measures and KPIs to underpin and manage the performance of IT services and service delivery.
• Define and manage Project to Service transition activities. Ensuring projects complete the pre-requisite service transition documentation, including runbooks and technical support documentation, handing over to Service Management in a controlled manner.
• Ensure the delivery of service management reporting to IT and Business stakeholders using 3rd party support partners where appropriate.
• Act as a primary point of escalation within IT Service Management for issues relating to service delivery and management processes.
• Attend and participate in scheduled service management meetings in order to underpin the delivery of effective service management processes.
• The role will primarily be based in the UK, although some travel may be required to other global offices.
• The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

Skills & Experience

• ITIL Ver 4 Practitioner or demonstrable equivalent experience.
• CompTIA or similar.
• Experience of working with a Service Desk tools and platforms
• Excellent knowledge of ITIL policies, processes, and standards. Practical experience of implementing ITIL in a large organization.
• Demonstrated ability to prioritize business needs against IT resource availability.
• Excellent written and oral English communication skills and strong leadership qualities.
• Excellent knowledge of technical management, information analysis, computer hardware/software systems
• Practical experience with ITSM/ITIL processes by developing, implementing and improving a process-based service management framework.
• Experience in working in a European or global environment.
• Experience in people management and understanding business requirements.

Desirable Skills

• Exchange 2010 and above
• Working knowledge of networking technologies
• Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)Desirable
• Knowledge of Mac OSX
• Knowledge of ISO 27001

Our purpose is to unlock global understanding. This means 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 employee 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, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

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. 

RWS Values 

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

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.