About the Role:

RWS is looking for an experienced Business Process Manager to drive operational and tactical improvements across our Cloud Operations and Technical Support teams.

In this role, you'll build strong relationships with technical engineers and directors alike, analyse and optimise business processes, and lead small projects independently. You'll also manage a direct report focused on compliance reviews.

This is a great opportunity for someone with a background in large-scale operational delivery or service management, who’s passionate about enhancing efficiency, service, and team performance in a dynamic cloud environment.

Key Responsibilities:

• Analyze existing business processes and workflows to identify areas for improvement. Design and implement optimized processes to enhance operational efficiency.
• Define and monitor key performance indicators (KPIs) to measure process effectiveness and drive continuous improvement.
• Support Cloud Operations PMO Project Managers with process improvement projects from initiation to completion, ensuring timely delivery and alignment with business objectives.
• Collaborate with cross-functional teams, including Cloud Operations, technical support, and other RWS departments as required, to ensure seamless integration of process changes.
• Manage change initiatives related to process improvements, ensuring smooth transitions and minimal disruption to operations.
• Ensure all processes comply with industry standards and regulatory requirements. Implement quality assurance measures to maintain high standards of performance.
• Maintain an awareness of the delta between RWS current process practice and that of industry-standard good practice (e.g. ITIL v3)
• Creation, ownership and ongoing iteration of the service management policies
• Support the Cloud Operations team through the provision and management of appropriate tools to support the team in the undertaking of their roles e.g. ITSM tools, password management tools, etc.
• Provide regular analysis and reporting to the Cloud Operations Management Team on metrics (OLAs, KPIs) and trends for internal teams

Skills & Experience:

• Carry out regular governance of the Cloud Operations policies and processes.
• Excellent verbal and written communication skills in English.
• Experience working in a commercial hosted/data centre environment.
• Good working knowledge of PRINCE2, its principles and how to apply that to an organisation.
• Ability to manage geographically spread project teams.
• Able to deliver presentations.
• Highly organised and methodical as well as analytical.
• Great ITIL v3 knowledge and experience of utilising this in a role including at least ITIL foundation certification
• Strong experience in using industry-leading service management tools e.g. ServiceNow, Remedy, etc.
• Personality and experience of being able to look forward and identify proactively future departmental needs
• Knowledge or experience of Agile/Scrum methodologies
• Good understanding of PaaS/SaaS models
• Advanced Microsoft Office e.g. PowerPoint, Excel

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 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.