RWS Group · 6 hours ago
IT Service Operations Manager
United States
Full-time
Remote
Senior LevelRWS Group is a company dedicated to driving strategic objectives and enhancing shareholder value. The IT Service Operations Manager will oversee the improvement of the Service Management function, ensuring high-quality support and service delivery across the global team.
ContentIntellectual PropertyTranslation Service
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
Qualification
Required
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
Preferred
Exchange 2010 and above
Working knowledge of networking technologies
Understanding of internet technologies (WWW, FTP, EMAIL, TCP/IP, VPN)
Knowledge of Mac OSX
Knowledge of ISO 27001
Company
RWS Group
RWS is a global AI solutions company empowering the world’s most trusted enterprise AI.
Founded in 1958
5001-10000 employees
H1B Sponsorship
RWS Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (3)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
unknown2003-11-11IPO
Leadership Team
Benjamin Faes
Chief Executive Officer
Candida Davies
Chief Financial Officer
Recent News
2026-01-16
2025-12-17
2025-12-08
Company data provided by crunchbase