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At 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. 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 background.
