Cloud Operations Process Design and Improvement Manager

Job title: Cloud Operations Process Design and Improvement Manager

Company: RWS


Job description: Job PurposeAbout Cloud Operations and Tech SupportAt 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.Job Purpose:RWS is seeking to appoint an experienced Business Process Manager with a strong focus on establishing and maintaining key relationships within the business, varying between technical engineers and Cloud Operations and Technical Support Directors. The successful candidate will be responsible for analysing, designing, and optimizing business processes to enhance efficiency and effectiveness across the organization.The successful candidate will divide their time between operational and tactical improvement activities including effectiveness reporting to ensure adherence to department working practices, processes and policies. The position will see close work with the Cloud Operations and Technical Support Management team to progress programmes within the cloud environment, as well as to own and drive smaller projects self-sufficiently.This is an exciting opportunity to join a team who provide an excellent level of service and support for critical customer-facing services, and at the same time taking ownership of driving continuous improvements in our processes, tools and people. This role also comes with line management of a single member of staff who is focused on process and policy reviews for compliance. This role would suit someone from a large-scale operational delivery or service management backgroundJob OverviewKey Responsibilities

• Process Analysis and Design: Analyze existing business processes and workflows to identify areas for improvement. Design and implement optimized processes to enhance operational efficiency.
• Performance Metrics: Define and monitor key performance indicators (KPIs) to measure process effectiveness and drive continuous improvement.
• Project Management: Support Cloud Operations PMO Project Managers with process improvement projects from initiation to completion, ensuring timely delivery and alignment with business objectives.
• Stakeholder Collaboration: Collaborate with cross-functional teams, including Cloud Operations, technical support, and other RWS departments as required, to ensure seamless integration of process changes.
• Change Management: Manage change initiatives related to process improvements, ensuring smooth transitions and minimal disruption to operations.
• Compliance and Quality Assurance: 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
• Act as a Change Authority and take an active role in running and maintaining the Cloud Operations’ Change Advisory Board
• Undertake supplier management responsibility of key vendors, including outsourced services and infrastructure suppliers
• Be a clear point of escalation within the team for process questions on ITSM disciplines, including Incident Management, Change Management, Problem Management, etc.
• Act as a key liaison between RWS Technical Support and other adjacent teams to ensure that Cloud Operations team provide the right level of support to the customer-facing parts of the business
• Maintain and manage the Cloud Operations Service Improvement Plan, whilst driving Continual Service Improvement activities and programmes
• Line management responsibility for internal tools staff member
• Collaborate with Information Security teams to ensure service management policies align with security policies
• Own and maintain Cloud Operations Business Continuity plans, including impact assessments
• Carry out regular governance of the Cloud Operations policies and processes.

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.
• Good customer handling skills.
• An excellent relationship builder and maintainer with stakeholders.
• A flexible attitude to work, some unsociable hours may be required due to the global nature of the team.
• 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.
• Attention to detail and task oriented
• 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
• Excellent communication, presentation and negotiation skills
• Good understanding of statistical and analytical methods
• Organized with a well-structure work ethic
• Ability to interact successfully with all levels of the organization
• Good listener with ability to apply knowledge and understanding to the problem at hand

Life at RWSAt 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 ValuesGet the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.For further information, please visit: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 characteristicsRecruitment 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.

Expected salary:

Location: Bangalore, Karnataka

Job date: Fri, 25 Apr 2025 06:59:25 GMT

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