IT Service Delivery Team Leader

Join RWS as a hands on IT Service Delivery Team Leader, overseeing our IT services across EMEA. We're looking for someone with team leader experience who is ready to ensure high-quality service delivery and is open to potential travel to various offices within the region. If you're passionate about IT and eager to make a difference, we want to hear from you!

Responsibilities:

• Ensuring that tasks, service requests, and incidents are allocated across the team in accordance with internal processes and procedures.
• Regular 1-2-1 sessions with each team member.
• Perform regular performance evaluations of team members’ performance and set goals and objectives in alignment with the company’s goals and objectives.
• Promote the company’s values and ensure that the IT Service Delivery team operates in an efficient manner and offers best in class level of support to our internal and external customers.
• Responsible and accountable for producing regular reports relating to the number of incoming service requests and incidents versus closed service requests and incidents for each team member.
• Collaborates with other departments within Group IT (i.e. Project Management) to ensure resource allocation and availability for projects where IT Service Delivery is involved.
• Responsible and accountable for ensuring that the Major Incident Management process is followed as well as communications are issued to the business in case of outages, major incidents, service degradation and scheduled maintenance.
• Identify areas of improvement within the regional Service Delivery team, processes, and procedures and take sustainable action to reduce incident/service request volume.
• Collaborate with Problem Management to identify the root cause of repeat incidents.

Skills & Experience

• CompTIA or similar.
• Excellent customer focused approach and commitment to service delivery.
• Strong problem-solving skills.
• Strong interpersonal and communication skills, both verbal and written.
• Active directory, DNS, DHCPOffice 365 Administration, SCCM and Intune and Azure
• Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)
• Virtualization (Hyper-V, VMware)
• System Centre Virtual Machine Management
• NMS (any but ideally PRTG, Zabbix)
• Experience of using NMS systems
• Group Policy
• Knowledge of scripting in PowerShell, batch files or VBScripts
• Backup Technology - Veeam, Backup Exec and Cloud Berry

Life at RWS

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 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 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.