Address Job Purpose:
This is a highly visible role in a key strategic office location and as the IT Change Manager you will be supported by a Change & Problem support role to establish clear Problem management processes to provide high quality management of IT changes across RWS. Key to the role is metric reporting, articulating the volume and types of change, alongside successful and unsuccessful changes, ensuring Post Implementation Reviews for unsuccessful changes and follow up on continuous improvements plans. 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, change control, problem remediation, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.
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:
RWS Values
Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.
For further information, please visit: RWS
The IT Change and Problem Manager is accountable for managing all changes across Group IT. Working with Support, Project, Network, Security & Infrastructure teams to ensure a robust ITIL Change Management process is being followed. The role will chair weekly CAB Meetings and ECAB meetings(as necessary). Reviewing and ensuring Requests for Change are completed appropriately and ready for presentation at CAB. The role is also responsible for identifying, investigating ands remediating Problem records across Group Technology.
Working for the Group Technology Head of IT Service Delivery, the role will suit someone with a proven track record in IT Change Management. The successful candidate will understand the role excellent change management plays in ensuring availability of IT services remains stable. This is a senior hands-on role managing the effective Change & Problem Management across Group IT and to the wider business.
This is a highly visible role in a key strategic office location and as the IT Change Manager you will be supported by a Change & Problem support role to establish clear Problem management processes to provide high quality management of IT changes across RWS. Key to the role is metric reporting, articulating the volume and types of change, alongside successful and unsuccessful changes, ensuring Post Implementation Reviews for unsuccessful changes and follow up on continuous improvements plans. 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, change control, problem remediation, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.
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.
Key Responsibilities
- Owner of the Change & Problem Management Processes.
- Reviews historical records of changes to ensure that the process is running as required
- Final approver on ALL changes
- Responsible for identifying improvements to the process and ensuring it is adequately resourced. Liaising with stakeholders for Continual Service improvement.
- Provides statistical & trend information regarding the volume and success rates of changes through monthly reporting
- Ensures changes are in the correct statuses, for example, chases updates on changes that have gone past their end date/time
- Chairs the Change Advisory Board (CAB) meetings and co-ordinates its activities
- Organises and chairs Emergency Change Advisory Board (E-CAB)
- Holds Post Implementation Review (PIR) for failed and unauthorised changes
- Accountable for and manages the end-to-end Change Management Process
- Validates all RFC’s to be included on the CAB Agenda for completeness.
- Point of escalation for Change Analyst and escalates to Senior Management, when and where appropriate
- Works with Change Implementer/Requestor to identify and organise attendees for a discussion on whether to back out an over-running change and undertake an emergency impact assessment
- Investigates unauthorised changes identified and includes output from these investigations within Change Management reports
- Covers periods of absence for the Change Analyst, undertaking parts of their role essential to the Change Management process
- Produces monthly Change Management reports
- Liaises with existing and new 3rd party suppliers to ensure they are familiar with how and when to raise RFCs within RWS to inform RWS Change Management of planned changes that may impact RWS for planned changes.
Skills & Experience
- ITIL Ver 4 Practitioner or demonstrable equivalent experience.
- Accredited Change Management qualification.
- Microsoft Certified Professional / relevant experience.
- Demonstrated ability to prioritize business needs against IT resource availability.
- Excellent written and oral English communication skills and strong leadership qualities.
- Excellent knowledge of Change & Problem management, technical management and information analysis.
- Ability to work independently and drive improvements in Change & Problem Management processes
- 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.
- Practical, flexible and innovative approach to work.
- Ability to advise, lead and motivate teams and individuals.
- Good Interpersonal, relationship-building and networking skills.
- Excellent customer focused approach and commitment to service delivery
- Comprehensive of knowledge of ITIL
- Knowledge of MS Teams/Office365
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 DEIand 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.
