IT Service Design and SLA Manager

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Job Purpose

Are you ready to take our IT services to the next level? RWS is on the lookout for a Service Design and SLA Manager with a knack for knowing "what good looks like" and the skills to make it happen. If you have a clear vision of "what good looks like" in IT service design and can create a practical plan to achieve it..... we want you on our team!

About Group Technology

Group Technology enables the organization to achieve its strategic direction whilst driving shareholder value. The division establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organization across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group Technology support services to over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core Group Technology functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. Group Technology has a global presence across all regions with over 400 staff.

Job Overview

Key Responsibilities

• Work with internal customers and stakeholders to design service offerings and establish Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) based on data from our Service Desk Platform.
• Bring best-in-class processes and procedures to our IT service function.
• Responsible for ensuring that existing processes and procedures are fit for purpose for an expanding business and drives efficiencies to ensure those standards are met
• Responsible for ensuring that IT Service documentation is created, updated and kept current.
• Be the primary IT Service representative at internal customer Stakeholder meetings, to drive the IT Service credibility and produce working models that the team can deliver on.
• Be the sounding board to the Operations Manager highlighting areas of concerns / weakness or risk
• Work with the regional SDMs to develop Service Management methodologies that are regionally specific
• Work with the Service Improvement Manager to deep dive CSAT feedback to identify any "hot spots" and again, look to produce procedures to rectify challenges
• Bring ITIL best practice to the group for Service management as well as Continuous Service Improvement

Skills & Experience

Essential:

• Working knowledge of ITIL and IT Service Management
• Proven experience in delivering change
• 6 Sigma Green Belt, or equivalent experience
• Excellent verbal and written communication skills in English
• Top-notch stakeholder management skills
• Excellent presentation skills
• Strong analytic skills to get to the root of problems
• Ability to work independently, taking a task from start to finish

Desirable:

• Knowledge of Ivanti Neurons or equivalent Service Desk tool
• Logical and methodical approach to working
• Working knowledge of Microsoft PowerPoint and Visio
• Knowledge of ITIL (Practitioner or above)

Life at RWS

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.

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 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 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.